Helpdesk Specialist

Zolon•Washington, DC

6d•Onsite

About The Position

Zolon is a prime contractor supporting the Department of Health and Human Services (HHS) under a multi-year program providing IT operations, infrastructure support, and user services. The Helpdesk Specialist will join the Service Desk team supporting federal users in a fast-paced operational environment. This role serves as the first point of contact for end users and provides Tier 1 technical support for a range of IT issues. It requires strong customer service skills, the ability to troubleshoot common technical problems, and familiarity with ServiceNow (SNOW) for ticket tracking and incident management. The position is on-site in Washington, DC, with daily interaction with end users and support teams. The role provides support through phone, email, web, and in-person channels; logs and manages incidents and service requests; diagnoses and resolves common technical issues; and escalates issues requiring advanced support. It also supports account management, productivity tools, ticket updates, and documentation of troubleshooting procedures and solutions. The Helpdesk Specialist follows established service desk processes and works to meet service-level expectations.

Requirements

2 to 3 years of experience in an IT Helpdesk or Service Desk environment.
Experience using ServiceNow (SNOW) or similar IT service management tools for ticket management.
Experience providing Tier 1 technical support for desktop systems, operating systems, and common enterprise applications.
Basic troubleshooting knowledge of Windows and Mac operating systems.
Familiarity with troubleshooting laptops, desktops, printers, and other peripherals.
Strong understanding of helpdesk ticket workflows, escalation procedures, and service desk best practices.
Ability to clearly communicate technical issues and solutions to non-technical users.
Strong customer service and communication skills.
Ability to work on-site in Washington, DC.
Ability to obtain Tier 4 Public Trust clearance.

Nice To Haves

Experience supporting users in a federal government environment.
Familiarity with Active Directory user account support and access management.
Knowledge of IT service management frameworks such as ITIL.
Experience supporting collaboration tools such as Microsoft Teams and Outlook.
Ability to manage multiple support requests while maintaining high service quality.

Responsibilities

Provide phone, email, web, and in-person support for email, directories, computer operating systems, desktop applications, and systems deployed under the contract.
Troubleshoot hardware and software issues across PCs, Macs, and peripheral devices such as printers.
Log, track, and manage incidents and service requests using ServiceNow (SNOW), keeping tickets updated with accurate troubleshooting steps and resolution notes.
Diagnose and resolve Tier 1 issues involving operating systems, desktop applications, network connectivity, and user access.
Escalate issues requiring advanced technical support to Tier 2 or Tier 3 teams according to established procedures.
Acknowledge assigned tickets and provide timely updates to ensure issues are visible and properly tracked.
Support account management activities, including password resets, user access troubleshooting, and directory-related issues.
Assist users with Microsoft Office applications, collaboration platforms, and standard enterprise software.
Maintain professionalism and provide strong customer service, addressing issues efficiently and communicating clearly.
Document troubleshooting procedures, common issues, and solutions to support knowledge sharing within the helpdesk team.
Follow established service desk processes and meet service-level expectations.