Helpdesk Support Technician

National Committee for Quality Assurance • Washington, DC

1d • Hybrid

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. Through responsive technical support and customer service, the position helps ensure employees have secure, reliable, and efficient access to technology resources. The position requires 3–4 days per week providing support in the office 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 resolve requests promptly and meet established Service Level Agreements (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.
• Assist with 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 related to Microsoft Entra, Microsoft 365, and endpoint management platforms.
• Communicate technical information effectively and provide a positive support experience for users.

Benefits

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

What This Job Offers

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