IT Help Desk Technician
Position Overview
The Help Desk Technician provides on-site technical support for end users at a secure government healthcare facility in Bethesda, Maryland. This role delivers Tier 1–2 troubleshooting for hardware, software, and network issues while maintaining a high standard of customer service. The position supports daily IT operations, ensures compliance with applicable security guidelines, and coordinates with higher-tier support teams for complex issues.
Key Responsibilities
- Respond to service requests, incidents, and inquiries in person, by phone, or via a ticketing system.
- Troubleshoot and resolve issues involving desktops, laptops, printers, and other approved devices.
- Perform hardware and software installations, upgrades, and configuration changes.
- Assist with workstation imaging, deployment, and user data migration.
- Ensure all end-user devices are maintained in compliance with established security baselines and configuration standards.
- Escalate complex or unresolved issues to higher-level technical support teams as needed.
- Maintain accurate documentation of support activities, resolutions, and asset inventory updates.
- Provide guidance to users on the proper operation of systems and software.
Required Qualifications
- Associate’s degree in Information Technology or related field; equivalent experience considered.
- 1–3 years of experience providing IT support in a help desk or desktop support environment.
- Working knowledge of Microsoft Windows operating systems, Office 365 applications, and basic networking principles.
- Familiarity with IT ticketing systems and troubleshooting methodologies.
Certifications
- CompTIA Security+, Network+, or equivalent certification preferred.
- Additional vendor-specific certifications in Microsoft or ITIL best practices are a plus.
Security Requirements
- Must be eligible to obtain and maintain a U.S. Government security clearance at the Secret level.
- Must complete mandatory cybersecurity and privacy training prior to accessing systems.
- Health Care Plan (Medical, Dental & Vision)
- Retirement Plan (401k, IRA)
- Life Insurance (Basic, Voluntary & AD&D)
- Paid Time Off (Vacation, Sick & Public Holidays)
- Family Leave (Maternity, Paternity)
- Short Term & Long Term Disability
- Training & Development
- Wellness Resources
- Stock Option Plan
Average salary estimate
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