Help Desk Technician

AXIS Management Group, LLC; Virginia; Vor Ort; USD 52.000 - 70.000; Vollzeit

Zusammenfassung

AXIS Management Group is seeking a Help Desk Technician to provide desk-side, walk-up, and remote support for a federal government client from Arlington, VA. The role covers incident management, device provisioning, and user migration tasks with strict adherence to security procedures.

You will troubleshoot Windows 11 and Microsoft 365, handle onboarding/offboarding, and coordinate with IT and cybersecurity teams. On-site work is required.

Qualifikationen

• At least two years of enterprise help desk or desktop support experience.
• Experience with Windows 11, Microsoft 365 apps, browsers, printers, peripherals, videoconferencing, and remote access.
• Experience using an IT service management or ticketing platform and documenting troubleshooting and resolution activities.
• Knowledge of Active Directory and/or Microsoft Entra ID concepts to troubleshoot.
• Experience provisioning or reimaging workstations using enterprise endpoint-management tools.
• Strong customer service, communication, organization, documentation, and problem-solving skills.
• Ability to explain technical information clearly to nontechnical users.
• Ability to protect sensitive information and work with government and contractor personnel.
• Ability to work primarily on-site in Arlington, Virginia.

Aufgaben

• Receive, document, categorize, prioritize, and update incidents and service requests in the ticketing system.
• Provide desk-side, walk-up, telephone, email, Teams, and remote support.
• Troubleshoot Windows 11 workstations, devices, printers, and peripherals.
• Support Microsoft 365 apps and collaboration services.
• Provision, reimage, configure, install software, and migrate data on workstations.
• Assist users with accounts, passwords, MFA, VPN, and remote-work issues.
• Escalate privileged access requests and complex system issues.
• Use remote-support tools while protecting user information.
• Assist with onboarding/offboarding, workstation moves, and conference-room setup.
• Coordinate shipment and inventory of government-furnished equipment.
• Maintain ticket notes and device records; update inventory.
• Create knowledge articles for recurring issues.
• Identify recurring problems and notify relevant teams.
• Coordinate with system/network/cybersecurity teams on escalation.
• Follow up with users and close tickets per procedures.

Kenntnisse

Customer service

Communication

Problem solving

Documentation

Nontechnical explanations

On-site work

Teamwork

Tools

Active Directory

Microsoft Entra ID

ITSM ticketing system

Remote-access tools

Microsoft 365

Jobbeschreibung

Job Description

AXIS Management Group is seeking a customer-focused Help Desk Technician to support a federal government client. This full-time position is primarily located on-site in Arlington, Virginia, and provides desk-side and walk-up assistance to local personnel, along with remote technical support to authorized users. The Help Desk Technician will support government-furnished end-user devices and approved technology services while following established security, access-control, documentation, and escalation procedures.

Key Responsibilities

• Receive, document, categorize, prioritize, and update incidents and service requests in the designated IT service management or ticketing system.
• Provide desk-side, walk-up, telephone, email, Microsoft Teams, and remote-session support during the assigned service schedule.
• Troubleshoot Windows 11 workstations, laptops, docking stations, monitors, printers, scanners, audio and video devices, and common peripherals.
• Support Microsoft 365 applications and collaboration services, including Outlook, Teams, OneDrive, SharePoint, Word, Excel, PowerPoint, and approved web browsers.
• Perform approved workstation provisioning, reimaging, configuration, software installation, updates, device replacement, and user data migration using authorized tools and procedures.
• Assist users with routine account, password, authentication, multifactor authentication, access, virtual private network, connectivity, and remote-work issues.
• Escalate requests requiring privileged access or advanced system, network, or security administration.
• Use approved remote-support tools to diagnose and resolve issues while protecting user information and complying with applicable access-control requirements.
• Support employee onboarding, offboarding, workstation moves, conference-room setup, and replacement of end-user equipment.
• Coordinate the shipment, receipt, setup, replacement, return, and accountability of government-furnished equipment for local and geographically dispersed users.
• Maintain accurate ticket notes, device assignment records, equipment custody documentation, and local inventory information.
• Create or update concise knowledge articles and user instructions for recurring issues.
• Identify recurring problems, suspected security incidents, service degradation, or other concerns and promptly notify the appropriate technical or security personnel.
• Coordinate with system administrators, network administrators, cybersecurity personnel, vendors, and other support providers when escalation is required.
• Follow up with users, confirm restoration of service, document the resolution, and close tickets in accordance with established procedures.
  

Minimum Qualifications

• At least two years of recent experience providing enterprise desktop or help desk support in a professional environment.
• Demonstrated experience supporting Windows 11, Microsoft 365 applications, approved web browsers, printers, peripherals, videoconferencing systems, and remote-access technologies.
• Experience using an IT service management or ticketing platform and documenting troubleshooting and resolution activities.
• Working knowledge of Active Directory and/or Microsoft Entra ID concepts sufficient to troubleshoot and properly esc
• Experience provisioning or reimaging workstations using enterprise endpoint-management tools or documented deployment processes.
• Strong customer service, communication, organization, documentation, and problem-solving skills.
• Ability to explain technical information clearly to nontechnical users.
• Ability to protect sensitive information, follow established procedures, and work effectively with government and contractor personnel.
• Ability to work primarily on-site in Arlington, Virginia, during the assigned service schedule.
• Ability to obtain and maintain any background, suitability, credentialing, facility-access, or system-access approvals required for the assigned contract.
  

Preferred Qualifications

Relevant industry certifications are preferred but not required, including:

• CompTIA A+
• CompTIA Network+
• Microsoft 365 Fundamentals
• Comparable desktop support or information technology certifications
  

Physical Requirements

The position requires the ability to move throughout an office environment, connect and configure equipment at workstations and conference rooms, and lift, carry, or reposition typical end-user technology equipment, with or without reasonable accommodation.

Equal Employment Oppor