Help Desk Specialist

MirLogic Solutions Corporation; Alexandria (VA); On-site; USD 45,000 - 70,000; Full time

Job summary

Join a forward-thinking company as a Help Desk Specialist, where you will provide essential Tier I/II support for a range of devices and applications. This role involves troubleshooting technical issues, maintaining user support, and ensuring compliance with accessibility standards. You will be part of a dedicated team that values innovation and client success, working in a collaborative environment that encourages professional growth. If you have a passion for technology and a commitment to helping others, this opportunity is perfect for you.

Benefits

Medical Insurance

Dental Insurance

Paid Time Off

401K

Commuter Expense

Short- and Long-Term Disability

Life Insurance

Qualifications

• 3-5 years of experience in help desk Tier I/II roles.
• Proficiency in Windows OS and Microsoft 365 applications.

Responsibilities

• Provide Tier I/II support for desktops, laptops, and mobile devices.
• Troubleshoot and resolve technical issues using ticketing systems.

Skills

Help Desk Support

Technical Troubleshooting

Microsoft Office 365

Networking Fundamentals

Remote Desktop Support

Mobile Device Management

Section 508 Compliance

Education

Associate’s or Bachelor’s degree in IT

Tools

Help Desk Ticketing Systems

Remote Desktop Support Tools

Job description

Position : Help Desk Specialist

Location: Washington, DC (onsite)

Clearance : Public Trust

About Us

MirLogic Solutions Corporation is a small business founded in 2008 and located in Alexandria, Virginia. MirLogic brings more than 30 years of multidisciplinary IT experience, technical expertise, and genuine leadership to each project.

We are committed to our clients' successes, and we work closely with each client throughout the life of a project. Our dedication enables us to focus on our client’s needs and deliver innovative IT solutions that truly address the challenges they face. MirLogic draws on the significant experience of highly skilled management and information technology consultants who can provide organizations with the ability to grow, adapt, and transform to the target state.

At MirLogic, we offer Medical, Dental, Paid Time off, Holiday pay, Short- and Long-Term Disability, Life Insurance, 401K, and a Commuter Expense.

Duties And Responsibilities

Tier I/II End-User Support:

• Provide timely and professional help desk support via in-person, phone, remote, and email communication for desktops, laptops, tablets, mobile devices, and printers.
• Resolve or escalate service tickets related to hardware, operating systems, and software applications including Microsoft Office 365, VPNs, and agency-specific tools.
  
  

Incident Management & Troubleshooting

• Diagnose and resolve technical issues using a formal ticketing system; escalate unresolved issues to appropriate Tier III or engineering staff.
• Troubleshoot and support operating systems, application errors, user account issues, and network connectivity problems.
• Perform preventive maintenance, configuration updates, and routine hardware/software diagnostics.
  
  

User Support & Device Configuration

• Deploy, configure, and maintain desktop/laptop/mobile devices according to USAB standards and ensure alignment with baseline configurations.
• Assist users with system access, remote connectivity, software installation, and peripheral device setup.
• Provide walk-up/desk-side assistance during core operating hours (7:00 AM–6:00 PM ET) and offer on-call support for VIP/end-user urgent issues.
  
  

Section 508 Accessibility Support

• Provide user support for Section 508-compliant software and peripherals.
• Assist users with accessibility tools and ensure supported hardware/software meets accessibility standards.
  
  

Documentation & Reporting

• Maintain accurate records of hardware assignments and help desk activity.
• Support the development and maintenance of standard operating procedures (SOPs), FAQs, and troubleshooting guides.
• Assist in maintaining the Emergency Contact List and the Government Furnished Equipment (GFE) Report.
  
  

Conference Room And AV Support

• Provide technical support for video conferencing and teleconferencing systems across two conference rooms (up to 60 attendees).
• Set up and troubleshoot audio-visual equipment and coordinate with vendors for hardware issues when necessary.
  
  

Experience

• Associate’s or Bachelor’s degree in Information Technology, Computer Science, or a related field preferred. Equivalent work experience is acceptable.
• 3–5 years of hands-on experience in a help desk Tier I/II role, preferably in a federal or enterprise environment.
• Experience supporting Windows OS, Microsoft 365 applications, and a variety of endpoint devices.
• CompTIA A+, Network+, or Security+ preferred.
• Section 508 Trusted Tester
  
  

Skills

• Strong leadership skills and demonstrated ability to achieve results through people, teams, vendors, and across an organization.
• Proficiency with help desk ticketing systems and remote desktop support tools.
• Strong understanding of networking fundamentals (IP, DNS, DHCP), antivirus software, and VPNs.
• Familiarity with mobile device support and management (iOS, Android, Intune preferred).
• Working knowledge of Section 508 and accessibility support tools.