16Years Helpdesk Specialist Master

GoIntellects Inc.; Washington (District of Columbia); On-site; USD 40,000 - 60,000; Full time

Job summary

GoIntellects Inc. is seeking a Helpdesk Specialist to provide Tier 1 and Tier 2 IT support for the DC Government. This role involves troubleshooting technical issues, delivering excellent customer service, and managing system configurations on various devices.

Ideal candidates will have strong knowledge of Windows 11 and Microsoft 365, excellent communication skills, and the ability to work independently as well as part of a team. Responsibilities also include documenting support interactions and escalating unresolved issues.

Qualifications

• Ability to troubleshoot hardware, software, and network issues.
• Strong knowledge of common enterprise applications.
• Familiarity with remote support tools.

Responsibilities

• Provide Tier 1 and Tier 2 support for devices and applications.
• Document all support interactions and resolutions.
• Install, configure, and update software on end-user devices.
• Escalate complex issues to specialized teams.

Skills

Strong knowledge of Windows 11

Excellent communication skills

Customer service skills

Problem-solving skills

Education

High school diploma or equivalent

Associate degree or technical certification preferred

Bachelor’s degree in IT or related field

Tools

Active Directory

Service Now ticketing system

Job description

Role: Helpdesk Specialist

Master Client: DC Government (Onsite)

Location: Washington, DC

Technical Support & Troubleshooting

Provide Tier 1 and Tier 2 support for desktops, laptops, mobile devices, printers, and peripherals. Troubleshoot issues related to Windows OS, Microsoft 365, VPN, network connectivity, and standard enterprise applications. Assist with password resets, account unlocks, and identity management through Active Directory and other authentication tools. Diagnose and resolve hardware failures, software errors, and configuration issues.

Customer Service & Communication

Serve as the first point of contact for IT support requests via phone, email, ticketing system, or walk‑ins. Deliver clear, courteous, and professional communication to end users. Document all support interactions, resolutions, and follow‑up actions in the ticketing system. Provide guidance and training to users on basic technology functions and best practices.

System & Device Management

Install, configure, and update software and operating systems on end‑user devices. Support device imaging, deployment, and lifecycle management. Maintain inventory of IT equipment, ensuring accurate tracking and documentation.

Escalation & Collaboration

Escalate complex or unresolved issues to specialized teams (network, security, server, or application support). Collaborate with other IT staff to identify recurring issues and recommend improvements. Participate in incident response efforts when needed, including outages or critical system disruptions.

Security & Compliance

Ensure all devices and systems comply with District security policies. Support patching, antivirus updates, and security configurations on end‑user devices. Report potential security incidents or vulnerabilities to the appropriate teams.

Required Qualifications

High school diploma or equivalent; associate degree or technical certification preferred. Strong knowledge of Windows 11, Microsoft 365, and common enterprise applications such as . Familiarity with Active Directory, Service Now ticketing systems, and remote support tools. Ability to troubleshoot hardware, software, and network issues. Excellent communication, customer service, and problem‑solving skills.

Preferred Qualifications

CompTIA A+, Network+, or Security+ certification. Experience supporting government or large enterprise environments. Knowledge of ITIL practices and service management principles.

Key Competencies

Strong customer‑service orientation. Ability to work independently and as part of a team. Patience, professionalism, and attention to detail. Ability to manage multiple tasks in a fast‑paced environment.

CONTRACT JOB DESCRIPTION Responsibilities

1. Responds to and diagnoses problems through discussion with users.
2. Ensures a timely process through which problems are controlled, including problem recognition, research, isolation, resolution, and follow‑up steps.
3. Supervises operation of help desk and serves as focal point for customer concerns.
4. Provides support to end users on a variety of issues.
5. Identifies, researches, and resolves technical problems.
6. Responds to telephone calls, emails, and personnel requests for technical support.
7. Documents, tracks, and monitors the problem to ensure a timely resolution.
8. Provides second‑tier support to end users for either PC, server, or mainframe applications or hardware.
9. Interacts with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problem.
10. Simulates or recreates user problems to resolve operating difficulties.
11. Recommends systems modifications to reduce user problems.

Minimum Education/Certification Requirements

Bachelor’s degree in IT or related field or equivalent experience.