Help Desk Technician IV

IDEMIA•Reston, VA

14d•Onsite

About The Position

IDEMIA Public Security is seeking a customer-focused, technically skilled Senior Helpdesk Technician to provide onsite IT support for employees at its Reston office. The role is the primary onsite point of contact for end-user technology support and helps ensure employees have the tools, systems, and technical assistance needed to work effectively. The technician provides support in person, by phone, email, and remotely; diagnoses and resolves technology issues; deploys and manages devices; supports employee onboarding and offboarding; documents tickets and technical work; and follows IT standards, processes, and security requirements. The role also supports IT operations and projects, collaborates with IT teams and business stakeholders, and participates in after-hours support when required. This is a fully onsite position in Reston, Virginia, requiring work onsite five days per week and hands-on support for employees and workplace technology systems.

Requirements

Associate degree in Information Technology, Computer Science, or a related field, or an equivalent combination of education and experience.
At least 5 years of experience in a Help Desk, Desktop Support, or Technical Support role.
Experience supporting Windows operating systems, Microsoft 365 applications, and end-user devices.
Knowledge of hardware troubleshooting, software installation, and basic networking concepts.
Experience using ticketing systems and documenting support activities.
Strong customer service, communication, and problem-solving skills.
Ability to prioritize multiple tasks and work independently in a fast-paced environment.
Must be a U.S. citizen.
Must be able to work onsite in Reston, Virginia, five days per week and provide hands-on support.

Nice To Haves

Experience supporting Active Directory, Microsoft Entra ID, Intune, or endpoint management solutions.
Familiarity with Jira or other ITSM platforms.
Industry certifications such as CompTIA A+, Network+, Microsoft Fundamentals, or related certifications.
Experience supporting mobile devices and enterprise collaboration platforms such as Microsoft Teams.

Responsibilities

Serve as the primary onsite IT support resource, providing timely and professional technical assistance to employees.
Record, diagnose, troubleshoot, and resolve hardware, software, mobile device, and network-related issues.
Escalate complex technical issues to appropriate IT teams and follow up through resolution.
Provide support in person, by phone, email, and through remote assistance.
Install, configure, and deploy desktops, laptops, workstations, tablets, mobile phones, printers, and other IT equipment.
Perform hardware upgrades, software installations, system updates, and equipment replacements.
Support employee onboarding, offboarding, and workplace technology setups.
Provide customer service, user training, and guidance on company systems, applications, devices, and IT best practices.
Communicate technical information clearly to users with varying technical backgrounds.
Create, update, and maintain accurate service tickets and technical documentation.
Track incidents, service requests, and resolutions while meeting service-level expectations; maintain work records and share knowledge.
Follow IT policies, processes, standards, security requirements, and procedures.
Assist with hardware and software inventory management and asset tracking.
Support IT infrastructure initiatives and technology projects as assigned.
Participate in after-hours support for end users, network systems, and critical IT infrastructure when required.
Collaborate with IT team members and business stakeholders to resolve technical issues.
Support continuous improvement initiatives that enhance IT service delivery and user experience.
Perform other IT-related duties as assigned by the IT Supervisor, Manager, or Director.