16+Years Helpdesk Specialist Master at GoIntellects Inc. — Washington, DC

Role:  Helpdesk Specialist Master Client: DC Government  (Onsite) Location: Washington, DC

Job DEscription

Technical Support & Troubleshooting

• Provide Tier 1 and Tier 2 support for desktops, laptops, mobile devices, printers, and peripherals.
• Troubleshoot issues related to Windows OS, Microsoft 365, VPN, network connectivity, and standard enterprise applications.
• Assist with password resets, account unlocks, and identity management through Active Directory and other authentication tools.
• Diagnose and resolve hardware failures, software errors, and configuration issues.

Customer Service & Communication

• Serve as the first point of contact for IT support requests via phone, email, ticketing system, or walk‑ins.
• Deliver clear, courteous, and professional communication to end users.
• Document all support interactions, resolutions, and follow‑up actions in the ticketing system.
• Provide guidance and training to users on basic technology functions and best practices.

System & Device Management

• Install, configure, and update software and operating systems on end‑user devices.
• Support device imaging, deployment, and lifecycle management.
• Maintain inventory of IT equipment, ensuring accurate tracking and documentation.

Escalation & Collaboration

• Escalate complex or unresolved issues to specialized teams (network, security, server, or application support).
• Collaborate with other IT staff to identify recurring issues and recommend improvements.
• Participate in incident response efforts when needed, including outages or critical system disruptions.

Security & Compliance

• Ensure all devices and systems comply with District security policies.
• Support patching, antivirus updates, and security configurations on end‑user devices.
• Report potential security incidents or vulnerabilities to the appropriate teams.

Required Qualifications

• High school diploma or equivalent; associate degree or technical certification preferred.
• Strong knowledge of Windows 11, Microsoft 365, and common enterprise applications such as
• Familiarity with Active Directory, Service Now ticketing systems, and remote support tools.
• Ability to troubleshoot hardware, software, and network issues.
• Excellent communication, customer service, and problem‑solving skills.

Preferred Qualifications

• CompTIA A+, Network+, or Security+ certification.
• Experience supporting government or large enterprise environments.
• Knowledge of ITIL practices and service management principles.

Key Competencies

• Strong customer‑service orientation.
• Ability to work independently and as part of a team.
• Patience, professionalism, and attention to detail.
• Ability to manage multiple tasks in a fast‑paced environment.

CONTRACT JOB DESCRIPTION

Responsibilities

• Responds to and diagnoses problems through discussion with users.
• Ensures a timely process through which problems are controlled, including problem recognition, research, isolation, resolution, and follow-up steps.
• Supervises operation of help desk and serves as focal point for customer concerns.
• Provides support to end users on a variety of issues.
• Identifies, researches, and resolves technical problems.
• Responds to telephone calls, emails, and personnel requests for technical support.
• Documents, tracks, and monitors the problem to ensure a timely resolution.
• Provides second-tier support to end users for either PC, server, or mainframe applications or hardware.
• Interacts with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problem.
• Simulates or recreates user problems to resolve operating difficulties.
• Recommends systems modifications to reduce user problems.

Minimum Education/Certification Requirements: Bachelor’s degree in IT or related field or equivalent experience