Help Desk Technician I - PM Shift
About The Position
We are seeking a proactive and technically skilled Help Desk Technician (Tier 1) to join our dynamic IT support team for an afternoon to evening shift (between the hours of 11am – 10pm ET) . This position provides advanced front-line technical support to internal staff and external customers, resolving a wide range of issues including system access, hardware, software, application, and network troubleshooting. Ideal candidates will demonstrate strong communication, organizational, and problem-solving abilities, along with a customer-first mindset and the drive to continuously grow their technical skillset. This is a high-visibility role with opportunities for advancement and development.
Requirements
- Proficiency with: Windows 10/11 desktop operating systems Microsoft Office 365 suite (Outlook, Word, Excel, Teams, OneDrive) Basic networking concepts (IP, DNS, DHCP, VPN)
- Excellent interpersonal and communication skills
- Ability to translate technical information to non-technical users.
- Strong organizational skills and a commitment to follow-through.
- Self-motivated with a passion for problem-solving and customer satisfaction.
- Ability to handle multiple tasks and prioritize effectively in a fast-paced environment.
- Familiarity with ticketing systems and documentation best practices.
- Associate’s or Bachelor’s degree in Computer Science, Information Systems, or a related field preferred.
- 2-3 years of experience in a help desk or IT support role.
- 3+ years of experience in a customer service or technical support setting.
- Successful completion of a background investigation and credit check is required.
- Working rotating weekend on-call schedule to cover for emergency tickets.
Nice To Haves
- Experience with Windows Server environments (Active Directory, Group Policy)
- Exposure to SQL, scripting, or automation tools (PowerShell)
- Familiarity with Mac OS
- Experience with a ticketing system
- Experience with enterprise systems such as Deltek Costpoint or similar ERP platforms
- Basic understanding of cybersecurity principles and best practices
- Local to the Reston office headquarters.
Responsibilities
- Provide timely and professional technical support via phone, email, and ticketing system (ConnectWise) for desktop and application issues.
- Troubleshoot and resolve problems related to: User accounts and password resets Microsoft Windows 10 and 11, and Microsoft Office 365 applications Network connectivity (wired and wireless) Printers, scanners, and peripheral devices Mobile devices (iOS/Android)
- Assist users with proper hardware and software configurations.
- Document detailed technical steps and resolutions in the ticketing system.
- Escalate complex or unresolved issues to Tier 2 and Tier 3 support with appropriate documentation.
- Microsoft 365 Group management (creating and managing groups, troubleshooting access issues).
- Drive mapping and network file access issues (troubleshooting shared drives, VPN-related issues).
- Access control for SharePoint Online (managing and troubleshooting permissions for document libraries and sites).
- Microsoft 365 troubleshooting (e.g., slow Outlook performance or Teams login issues).
- Workstation reboots and network connectivity checks (initial diagnostic steps for workstation issues).
- Author and maintain internal knowledgebase articles and user guides for self-service support.
- Participate in team knowledge sharing and contribute to continuous improvement of IT processes.
- Provide occasional end-user training or onboarding assistance for common tools and systems.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
Associate degree
