Help Desk Specialist

Ardent Eagle Solutions•Washington, DC

3d•Hybrid

About The Position

The Help Desk Specialist will act as the first point of contact for technical assistance, ensuring timely resolution of user issues while maintaining a strong focus on customer service, operational continuity, and adherence to federal IT standards. This position requires a proactive, solutions-oriented professional who can effectively troubleshoot a wide range of hardware, software, and system issues across both PC and Mac environments. Ardent Eagle Solutions (AES) is seeking a Help Desk Specialist to support a Department of Commerce (DOC) program. This role serves as a critical front-line resource responsible for delivering high-quality technical support to end users across a dynamic, mission-driven environment.

Requirements

Approximately 2 years of experience in a help desk, technical support, or related IT support role
Demonstrated ability to troubleshoot hardware and software issues across multiple platforms
Experience supporting both Windows (PC) and macOS environments
Strong customer service skills with the ability to communicate technical information clearly and effectively
Familiarity with ticketing systems and incident management processes
Ability to prioritize tasks and manage multiple support requests in a fast-paced environment
This position may require the ability to obtain and maintain a Public Trust clearance or other government suitability determination
Associate’s Degree (AA/AS) in Information Technology, Computer Science, or a related field
Equivalent combination of education and relevant experience may be considered in lieu of a degree

Nice To Haves

Industry-recognized certifications such as:
CompTIA A+
CompTIA Network+
Microsoft Certified: Modern Desktop Administrator Associate
Apple Certified Support Professional (ACSP)

Responsibilities

Serve as the primary point of contact for end-user technical support via phone, email, web portals, and in-person interactions
Provide troubleshooting and resolution support for: Email systems and account access
Network directories and user permissions
Computer operating systems (Windows and macOS)
Standard desktop applications (e.g., Microsoft Office Suite)
Applications developed or deployed under the contract
Diagnose and resolve hardware and software issues, including desktops, laptops, and peripheral devices
Support and troubleshoot printer and connectivity issues
Document, track, and manage incidents and service requests using a ticketing system
Escalate complex or unresolved issues to appropriate technical teams, ensuring proper follow-through
Maintain accurate records of issues, resolutions, and user interactions
Provide clear, professional communication and guidance to users with varying levels of technical proficiency
Contribute to knowledge base articles and standard operating procedures as needed