Sr. IT Specialist - Help Desk (Clearance Required)

Connsci•Washington, DC

24d

About The Position

Connsci is seeking a Sr. IT Help Desk Specialist to provide Tier I through Tier III end-user support for a federal agency. This position serves as a senior technical resource within the IT Customer Support Services team, resolving complex end-user issues, supporting enterprise technologies, and helping maintain reliable IT operations across headquarters and remote locations.

Requirements

High school diploma or equivalent required
Minimum of 5 years of experience supporting IT Service Desk or Help Desk operations.
CompTIA Security+, CompTIA A+, or equivalent certification.
At least 1 year of experience with an IT Service Management/ticketing system such as ServiceNow.
Knowledge of Microsoft 365, Windows OS, and Active Directory / Entra ID user administration.
Current Top Secret, DOE Q, or Public Trust High Risk Tier 4 clearance

Nice To Haves

Bachelor's degree
Familiarity with VPN, remote access technologies, and mobile device management platforms.
Experience supporting conference room technology or VTC systems.
Knowledge of IT asset management and device lifecycle processes.

Responsibilities

Serve as the senior technical resource for Tier I–III IT incidents and service requests received through ticketing platform, telephone, email, walk-up, and remote support channels.
Monitor, prioritize, assign, troubleshoot, and resolve incidents and service requests while meeting Government Service Level Agreements (SLAs).
Diagnose and resolve hardware, software, operating system, endpoint, and peripheral issues affecting desktops, laptops, mobile devices, printers, scanners, docking stations, webcams, smart card readers, and related equipment.
Support Microsoft 365 applications including Outlook, Word, Excel, PowerPoint, Teams, OneDrive, and SharePoint, along with Windows operating systems and approved enterprise software.
Administer user accounts through Active Directory and Microsoft Entra ID, including account provisioning, password resets, multifactor authentication (MFA), security groups, distribution lists, and access requests.
Troubleshoot wired and wireless networking, VPN connectivity, remote access solutions, and secure endpoint connectivity.
Configure and support Microsoft Teams Rooms, Video Teleconferencing (VTC) systems, conference room technologies, and audiovisual equipment.
Escalate complex technical issues to infrastructure, engineering, or application support teams.
Develop and maintain standard operating procedures (SOPs) to improve First Call Resolution (FCR) and knowledge sharing.
Support workstation refresh projects, software deployments, and post-implementation support activities.
Provide onsite and remote technical support to headquarters, field offices, and remote personnel.
Assist with endpoint compliance and reporting suspected cybersecurity incidents.
Support IT asset management by maintaining inventory accuracy and assisting with technology lifecycle management.
Deliver guidance on Microsoft 365, cybersecurity best practices, enterprise applications, and standard IT services.
Identify opportunities to improve Service Desk operations.