Help Desk Technician (Hybrid) in McLean

Energy Jobline ZR; McLean (VA); Hybrid; USD 45.000 - 60.000; Vollzeit

Zusammenfassung

Energy Jobline ZR is seeking Help Desk Technicians to join our Enterprise Service Desk in McLean, VA. You will diagnose and resolve complex technical issues for a large user base, supporting researchers, engineers and staff behind critical initiatives.

The role includes training and a contract-to-hire path with a generous hybrid schedule (3 days remote). You will troubleshoot Windows 10, macOS, MS Office, and mobile devices, manage a queue of calls, and collaborate with IT teams to drive

Qualifikationen

• Minimum 1 year hands-on experience at a corporate/enterprise help desk.
• Proficiency with Windows 10, macOS, MS Office (Outlook), and mobile/remote access.
• Excellent written and verbal communication; able to guide non-technical users.
• Maintain audit-ready ticket documentation while handling high-volume calls.

Aufgaben

• Provide front-line support via phone and ticketing system.
• Troubleshoot hardware and software across Windows, macOS, and mobile platforms.
• Resolve remote access issues including VPN, LANs, and peripherals.
• Follow SOPs for incident routing, escalation, and resolution.
• Educate users on enterprise tools and information platforms.
• Collaborate with Service Desk and infrastructure teams on improvements.

Kenntnisse

Help-desk experience

Front-line support

Communication skills

Problem solving

Ticket documentation

Ausbildung

High School diploma or equivalent

Jobbeschreibung

About the Opportunity

We are actively expanding our Enterprise Service Desk and seeking highly motivated Help Desk Technicians to join our team in Mclean. In this role, you won't just be reading from a script-you will be the first point of contact diagnosing, identifying, and resolving complex technical issues for a large, highly technical user base. You will be supporting the researchers, engineers, and staff behind some of the most critical technology and security initiatives in the country.

We are committed to setting you up for success. Your journey begins with 5 to 6 weeks of dedicated, hands‑on training and shadowing with a Subject Matter Expert (SME) to ensure you are fully confident in our ticketing procedures, enterprise tools, and security protocols before taking on the queue independently.

This is a true contract-to-hire opportunity designed to bring dedicated technicians into our organization permanently. If you are looking to build a long-term career within a highly secure, enterprise-level environment, this is the perfect place to do it.

What You Will Do

• Provide Front-Line Support: Deliver empathetic, rapid-response phone support, managing a queue of 25 to 30 inbound technical calls per day in a fast-paced setting.
• Troubleshoot Across Platforms: Diagnose and resolve hardware and software issues across Windows 10, Mac OS & OSX, MS Office (primarily Outlook), and mobile devices.
• Network & Access Resolution: Troubleshoot secure remote access issues, including VPN connectivity, LANs, hardware peripherals, and corporate data systems.
• Incident Management: Strictly adhere to defined Standard Operating Procedures (SOPs) for incident routing, detailed ticket documentation, escalation protocols, and final resolution.
• Educate & Guide: Empower end-users to utilize enterprise tools and information infrastructure effectively.
• Team Collaboration: Partner with other Service Desk technicians and infrastructure teams on process improvements, special projects, and overarching IT initiatives.

What You Bring to the Team

• Experience: A minimum of 1 year of hands-on experience working on a technical help desk within a corporate or enterprise environment.
• Technical Proficiency: Proven ability to solve problems with Windows 10, Mac OS & OSX, MS Office applications, and mobile & remote access services.
• Communication Skills: Exceptional verbal and written communication skills with the ability to patiently guide non-technical users through complex fixes.
• Pacing & Focus: The ability to seamlessly handle high-volume inbound phone support while maintaining impeccable, audit-ready ticket documentation.
• Education: A High School diploma or equivalent is required.

Qualifications

(Not required, but highly valued!)

• Active IT Certifications such as CompTIA A+, HDI, or ITIL.
• Previous experience operating within a strict, highly regulated, or SLA-driven corporate environment.

Why Join Us?

This role places you at the heart of an enterprise infrastructure, offering the chance to build your skills across multiple operating systems and networks. With a generous hybrid schedule (3 days remote), robust initial training, a highly tenured team, and a clear path toward permanent employment, this is the perfect opportunity to elevate your IT support career.

Company Description

Our client has an amazing opportunity for professional growth!

Company DescriptionOur client has an amazing opportunity for professional growth!