Helpdesk Specialist

Dhaka Technologies Limited Company; Washington (District of Columbia); On-site; USD 52,000 - 78,000; Full time

Job summary

Dhaka Technologies Limited Company is seeking a Helpdesk Specialist for a District of Columbia government client. This 100% onsite role requires travel around DC and involves supporting Windows and Mac OS environments, Microsoft Office, and endpoint management tools.

The candidate should have six to ten years of IT support experience, strong customer service skills, and the ability to assist non-technical users in adopting complex technology.

Qualifications

• Bachelor's degree or equivalent experience required.
• Six to ten years of experience in helpdesk or IT support.
• Experience providing second-tier support to end users, servers, or mainframe applications and hardware.
• Strong customer service skills and ability to explain technical concepts to non-technical users.
• Proficient with Microsoft Office Suite and common desktop operating systems (Windows 11, macOS).

Responsibilities

• Resolve technical issues and close service requests within SLAs.
• Adhere to security policies for District-owned resources.
• Support desktop software and OS (Windows and macOS) and Office suite.
• Log and route service requests in an incident management system.
• Provide high level customer service to end users daily.
• Provide technical expertise on Microsoft products and related apps.
• Troubleshoot issues for agency-specific and web applications.
• Support mobile devices (iPad, iPhone, Android).
• Collaborate with IT leadership to test cost-effective technology.
• Maintain SLAs for desk-side support and incidents.
• Coordinate multi-tiered support for outages and security incidents.

Skills

Second-tier support

Customer service

Software troubleshooting

Non-technical communication

Microsoft Office

Windows/macOS support

Mobile device support

Incident management

IT teamwork

Education

Bachelor's degree in IT or related field

Job description

Dhaka Technologies Limited Company | Contract

Helpdesk Specialist

Washington, United States | Posted on 08/20/2026

Work Arrangement: Onsite
Location: Washington, DC (20003)
Employment Type: Contract
Engagement Type: W2 or 1099 only. (No C2C)
Final Interview: Inperson

Position Summary

Dhaka Technologies Limited Company is hiring a Helpdesk Specialist for a DC Government client. The client is looking to add to its technical support team serving the District's public school system.

The candidate should have six to ten years of experience. The Helpdesk Specialistwill respond to and diagnose problems through discussion with users. This is a 100 percent onsite role, and the candidate will need to be able to travel around the District of Columbia.

Roles and Responsibilities

• Resolve technical issues and close out assigned service and incident requests within the agency Service Level Agreements.
  
• Adhere to all enterprise-wide security policies related to the security and integrity of District-owned resources.
  
• Provide assistance with installation, operation, and maintenance of District-owned desktop software, including operating systems for both Windows and Apple, off-the-shelf products such as Microsoft Office, Project, Visio, and Outlook, and endpoint management tools.
  
• Log and route service requests and incidents in an incident management system.
  
• Provide a high level of customer service to end users on a daily basis.
  
• Provide technical expertise related to Microsoft products, such as Microsoft Office, Windows operating systems, and other related Microsoft applications.
  
• Troubleshoot issues related to agency-specific applications and web applications.
  
• Provide technical support for mobile devices, such as iPads, iPhones, Android devices, and tablets.
  
• Collaborate with the IT leadership team to test and implement cost-effective technology for the District.
  
• Maintain service level agreements related to desk-side support service and incident requests.
  
• Work with other technical teams to coordinate multi-tiered technical support for outages and widespread security incidents.
  

Required and Desired Skills Matrix

• Bachelor's degree in IT or a related field, or equivalent experience. Required, 10 years.
  
• Providing second-tier support to end users, servers, or mainframe applications and hardware. Required, 6 years.
  
• Strong customer service skills. Required, 6 years.
  
• Expertise in troubleshooting complex software-related issues. Required, 6 years.
  
• Demonstrated experience making non-technical users comfortable with complex technology concepts. Required, 6 years.
  
• Knowledge of the Microsoft Office Suite. Required, 5 years.
  
• Expertise in supporting desktop operating systems, including Windows 11 and Mac OS X 10.10.x. Highly desired, 5 years.
  
• Diagnosing and resolving end user computer and computer peripheral problems. Highly desired, 5 years.
  
• Documenting, tracking, and monitoring end user, server, or hardware problems. Highly desired, 5 years.