Help Desk Technician

Dexian; Washington (District of Columbia); On-site; USD 55,000 - 75,000; Full time

Job summary

Dexian, based in Washington, DC, is seeking a Help Desk Analyst to provide Tier 2 IT support at headquarters and country offices. The role covers desk-side and remote assistance, training, and provisioning of standard equipment, with a focus on timely ticket Resolution.

The candidate should have a Bachelor's degree or an Associate with significant experience, plus industry certifications such as A+ or CompTIA. On-site work in downtown Washington, DC is required.

Qualifications

• Bachelor's degree in Computer Science, Electronics and Communication Engineering, Information Systems Management, or a related field, plus at least three years of relevant experience; or Associate degree plus at least five years of relevant experience.
• Excellent verbal and written communication skills.
• Excellent customer service skills.
• Industry certification such as A+.

Responsibilities

• Provide technical support for desktops, laptops with docking stations, and mobile devices.
• Troubleshoot standard hardware and software issues, including viruses, login problems, and connectivity challenges.
• Respond to help requests, diagnose issues, apply resolutions, and identify additional resources when needed.
• Complete tickets within established service-level targets, including a 90% response goal and a 95% resolution goal.
• Meet applicable quality management performance indicators.
• Support meetings and presentations, including video conferences, in-room systems, and virtual and hybrid meetings.
• Assist users with standard productivity and collaboration applications, including email, file storage, and communication tools.
• Follow administrative guidelines for high-quality IT support, including asset management activities.
• Troubleshoot organization-owned and personal iOS and Android mobile devices connected to the organization's corporate email infrastructure.
• Provide IT client training, outreach, configuration, and provisioning support as needed.

Skills

Verbal communication

Written communication

Customer service

Problem solving

Teamwork

Education

Bachelor's degree in Computer Science or related field

Associate degree + 5 years relevant experience

A+ certification

CompTIA certification

Job description

5 days on site position in downtown Washington, DC REQUIRED!

Position Summary

The Help Desk Analyst provides Tier 2 local IT support to end users at headquarters and in country offices. This role delivers desk-side and remote technical assistance, troubleshooting, client training, virtual walk-in support, meeting support, device configuration, and provisioning of standard equipment. The position engages directly with the client community to provide timely, high-quality support through a ticketing platform.

Key Responsibilities

• Provide technical support for desktops, laptops with docking stations, and mobile devices.
• Troubleshoot standard hardware and software issues, including computer viruses, network login problems, and connectivity challenges.
• Respond to help requests, diagnose issues, apply appropriate resolutions, and identify additional resources when needed.
• Complete tickets within established service-level targets, including a 90% response goal and a 95% resolution goal.
• Meet applicable quality management performance indicators.
• Support meetings and presentations, including video conferences, in-room systems, and virtual and hybrid meetings.
• Assist users with standard productivity and collaboration applications, including email, file storage, and communication tools.
• Follow administrative guidelines for high-quality IT support, including asset management activities.
• Troubleshoot organization-owned and personal iOS and Android mobile devices connected to the organization's corporate email infrastructure.
• Provide IT client training, outreach, configuration, and provisioning support as needed.

Required Qualifications

• Bachelor's degree in Computer Science, Electronics and Communication Engineering, Information Systems Management, or a related field, plus at least three years of relevant experience; or
• Associate degree plus at least five years of relevant experience.
• Excellent verbal and written communication skills.
• Excellent customer service skills.
• Industry certification such as A+.

Preferred Qualifications

• CompTIA certification.
• Experience supporting standard productivity and collaboration applications.
• Familiarity with supporting virtual and hybrid meetings.
• Experience providing technical support for mobile devices, desktops, laptops, and related peripherals.

Dexian stands at the forefront of Talent + Technology solutions with a presence spanning more than 70 locations worldwide and a team exceeding 10,000 professionals. As one of the largest technology and professional staffing companies and one of the largest minority-owned staffing companies in the United States, Dexian combines over 30 years of industry expertise with cutting-edge technologies to deliver comprehensive global services and support. Dexian connects the right talent and the right technology with the right organizations to deliver trajectory-changing results that help everyone achieve their ambitions and goals. To learn more, please visit https://dexian.com/. Dexian is an Equal Opportunity Employer that recruits and hires qualified candidates without regard to race, religion, sex, sexual orientation, gender identity, age, national origin, ancestry, citizenship, disability, or veteran status.