Helpdesk Support Technician

NCQA • Washington, DC

2d • $70,000 - $78,000 • Onsite

About The Position

This position provides Help Desk support for NCQA's Information Technology Operations department and supports the organization's end-user technology environment. The role assists with laptop provisioning, user onboarding and offboarding, hardware and software troubleshooting, account administration, and device lifecycle management. It delivers responsive technical support and customer service to help employees access technology resources securely and reliably. The position requires in-office support 3–4 days per week and an 8-hour on-site shift.

Requirements

• Bachelor’s degree in Information Systems, Computer Science, or a related discipline, or equivalent years of experience.
• At least 2 years of Desktop Support, Help Desk, or IT Support experience.
• Experience with ticketing/help desk systems and solving technical issues.
• Microsoft 365 administration experience.
• Experience provisioning and deploying Windows laptops.
• Experience with AV equipment, including Microsoft Teams Room and Crestron.
• Ability to work independently and effectively within a team.
• Strong customer service and problem-solving skills.
• Ability to work an 8-hour shift on-site.

Nice To Haves

• ITIL certification, Azure Admin certification, CompTIA A+, Network+, or similar certification.

Responsibilities

• Provide Tier 1 and Tier 2 technical support and troubleshoot end-user incidents and service requests by phone, email, remote support, and in person.
• Manage and prioritize help desk ticket queues to ensure timely resolution and adherence to established SLAs.
• Set up, monitor, and troubleshoot conference room technology and meeting services, including audio-visual equipment; coordinate with external AV vendors to resolve issues and maintain system reliability.
• Provision and issue laptops and other end-user devices for new hires and replacement cycles in accordance with hardware refresh standards.
• Support employee onboarding and offboarding, including provisioning and deprovisioning user accounts and managing service accounts, distribution groups, shared mailboxes, and access permissions.
• Administer Microsoft 365 services, including Exchange Online, Teams, SharePoint, OneDrive, and user licensing.
• Troubleshoot device, application, identity, and access issues involving Microsoft Entra, Microsoft 365, and endpoint management platforms.
• Communicate technical information effectively and provide a positive support experience.

Benefits

• Annual incentive bonus, payable in accordance with policy.
• Employee benefit information is available via a link in the posting; specific benefits are not listed.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level