Helpdesk Master — Tier 1/2 IT Support

Dhaka Technology Limited; Washington; On-site; USD 42,000 - 60,000; Full time

Job summary

Dhaka Technologies Limited is hiring for a client seeking a Helpdesk Specialist Master to provide first‑line technical support for government employees, ensuring timely resolution of IT issues and delivering strong customer service. The role supports reliable access to technology and troubleshooting of hardware and software problems.

You will document interactions in the ticketing system, assist with device imaging and lifecycle management, and escalate complex issues to specialized teams when

Qualifications

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

Responsibilities

• Provide Tier 1 and Tier 2 support for desktops, laptops, mobile devices, printers, and peripherals.
• Troubleshoot Windows OS, VPN, network connectivity, and standard enterprise applications.
• Assist with password resets, account unlocks, and identity management through Active Directory and other tools.
• Diagnose and resolve hardware failures, software errors, and configuration issues.
• 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.
• Install, configure, and update software and operating systems on end-user devices.
• Support device imaging, deployment, and lifecycle management.
• Maintain an inventory of IT equipment with accurate tracking.
• Escalate complex or unresolved issues to specialized teams and participate in incident response.

Skills

Windows 11

Microsoft 365

Active Directory

Remote support tools

Communication skills

Education

High school diploma or equivalent

Associate degree or technical certification preferred

Tools

ServiceNow

Ticketing systems

Job description

Dhaka Technologies Limited is hiring for a client seeking a Helpdesk Specialist Master to provide first‑line technical support for government employees, ensuring timely resolution of IT issues and delivering strong customer service. The role supports reliable access to technology and troubleshooting of hardware and software problems.

You will document interactions in the ticketing system, assist with device imaging and lifecycle management, and escalate complex issues to specialized teams when