Help Desk Specialist

Ardent Eagle Solutions•Washington, DC

About The Position

The Help Desk Specialist provides front-line technical support to end users across a range of IT systems and applications. This role serves as the first point of contact for resolving hardware, software, and system-related issues through phone, email, web-based, and in-person support. The Specialist ensures timely resolution of service requests while maintaining high standards of customer service and technical accuracy. Background Ardent Eagle Solutions is a mission-focused government contracting firm providing professional, administrative, and technical support services to federal agencies. The company delivers steady, reliable execution across diverse programs, supporting clients in achieving operational excellence while maintaining compliance, integrity, and accountability. Ardent Eagle Solutions is committed to building high-performing teams, fostering a culture of professionalism and collaboration, and delivering responsive support aligned with customer mission requirements. Through disciplined processes and a people-centered approach, AES partners with government agencies to provide scalable, compliant, and results-driven solutions.

Requirements

Approximately two (2) years of experience in IT support, help desk operations, or a related technical field.
Experience providing user support for desktop operating systems, enterprise applications, and e-mail systems.
Experience troubleshooting hardware and software issues in PC and Mac environments.
Familiarity with IT service management and ticketing systems.
Strong problem-solving and analytical skills.
Ability to communicate technical information clearly to non-technical users.
Experience working in a fast-paced, customer-service-oriented environment.
Ability to handle multiple service requests while maintaining attention to detail.
Associate’s Degree (AS/AA) in Information Technology, Computer Science, or a related field required;OR equivalent combination of education and relevant experience.

Nice To Haves

Related industry certifications preferred (e.g., CompTIA A+, Network+, or equivalent).

Responsibilities

Provide phone, email, web-based, remote, and in-person technical support to end users.
Troubleshoot issues related to e-mail systems, directory services, desktop operating systems, enterprise applications, and contract-supported systems.
Diagnose and resolve hardware and software issues across PC and Mac environments.
Support troubleshooting of peripheral devices, including printers and related equipment.
Log, track, and update service requests using established ticketing systems.
Escalate unresolved or complex issues to senior technical staff as appropriate.
Provide guidance to users on system functionality, standard applications, and IT best practices.
Maintain accurate documentation of incidents, resolutions, and service activity.
Ensure compliance with established IT security policies and operational procedures.
Support onboarding of users by assisting with system access and configuration as required.
Participate in knowledge base updates and documentation of recurring technical issues.