IT Help Desk Technician

LISCR LLC • Sterling, VA

3d • $50,000 - $60,000 • Onsite

About The Position

The IT Help Desk Technician provides first-level technical support for end users, workstations, printers, mobile devices, business applications, and network connectivity. The role requires a calm, service-oriented approach; the ability to prioritize competing requests; clear documentation of troubleshooting steps and resolutions; and regular knowledge-sharing with the IT team. The technician assists with desktop support, workstation administration, basic network troubleshooting, implementation tasks, and ongoing maintenance of end-user technology.

Requirements

• Bachelor’s Degree in Information Systems, Computer Science, or a related field preferred; equivalent work experience may be considered.
• Relevant technical certifications preferred, such as: CompTIA A+, CompTIA Network+, CompTIA Security+, Microsoft 365 Fundamentals, Microsoft Certified: Endpoint Administrator Associate, or other comparable IT certifications.
• Working knowledge of Windows operating systems, Microsoft 365 applications and services, endpoint hardware and peripherals, printers and print management, shared network resources, remote support tools, and internet connectivity and business email systems.
• Basic understanding of networking concepts, including TCP/IP, Ethernet, LAN/WAN connectivity, wired and wireless networks, VPN access, and network troubleshooting methodologies.
• Experience with or knowledge of DHCP and DNS, Active Directory, Microsoft Entra ID (Azure AD), Microsoft 365 administration, file and print services, and user account administration.
• Familiarity with help desk and ticketing systems, endpoint management platforms, IT asset tracking and inventory management, and standard IT support processes and best practices.
• Proficient knowledge of Microsoft 365 applications, including Outlook, Teams, Word, Excel, SharePoint, and OneDrive.
• Ability to organize work, prioritize competing support requests, manage interruptions, and meet deadlines in a fast-paced environment.
• Strong analytical, troubleshooting, problem-resolution, judgment, and decision-making skills, with the ability to identify when issues should be escalated.
• Customer-service oriented, with the ability to remain professional, patient, and clear when assisting users with technical issues.
• Strong written and verbal communication skills, with the ability to explain technical issues clearly to non-technical users and document resolutions accurately.
• Ability to work effectively in a team environment, share knowledge, follow established procedures, and collaborate with IT staff, vendors, and business users.

Responsibilities

• Serve as the first point of contact for employees requesting technical assistance, including troubleshooting, documenting issues, providing timely updates, and escalating unresolved matters as needed.
• Provide desktop support for Windows workstations, laptops, printers, peripherals, mobile devices, Microsoft 365 applications, approved business software, and basic connectivity issues.
• Assist with user account administration, including password resets, group membership updates, workstation access, and basic identity support using Active Directory, Microsoft Entra ID, and Microsoft 365 administration tools.
• Record, prioritize, and update support requests in the help desk ticketing system, ensuring accurate notes, timely follow-up, and proper closure of completed tickets.
• Troubleshoot basic network connectivity issues, including wired and wireless access, VPN access, DNS/DHCP issues, printer connectivity, and access to shared network resources.
• Create, maintain, and follow help desk procedures, checklists, ticket documentation, asset records, and standard troubleshooting guides.
• Follow IT security procedures to help protect company systems, devices, accounts, and data from malware, phishing, unauthorized access, data loss, and other security risks.
• Assist with employee onboarding, role changes, and offboarding by preparing equipment, configuring accounts, assigning approved access, recovering company assets, and documenting completion of required IT steps.
• Support IT asset management by tracking assigned equipment, updating inventory records, coordinating equipment returns, and reporting missing, damaged, or retired assets.
• Provide support for remote users, meeting rooms, video conferencing equipment, and collaboration tools to help ensure reliable day-to-day business operations.
• Assist with implementation, maintenance, and upgrade projects related to end-user technology, workstation administration, and help desk operations.
• Perform other related duties and IT projects as assigned.

Benefits

• 401(k) plan
• Medical, Dental, Vision (free employee plans available) from the date of hire; partial paid dependent coverage
• Life and AD&D Insurance – 100% company paid
• Short-Term Disability – 100% company paid
• Long-Term Disability – 100% company paid
• Aflac, additional life insurance, pet and legal insurance
• Generous paid time off
• Weekly, Monthly, Quarterly, and Annual Employee Engagement events

What This Job Offers

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