Helpdesk Technician - NLRB

Code Plus Inc; Merrifield (VA); On-site; USD 42,000 - 65,000; Full time

Job summary

CODEplus is seeking a Tier 1 Helpdesk Technician to join our Fairfax, VA Helpdesk team, providing first-line IT support for hardware, software, mobile devices, and AV/VC systems. You will log incidents, troubleshoot, and ensure timely resolution for end-users in a fast-paced environment.

The role requires strong communication skills, experience with ServiceNow, and a willingness to participate in technical refresh projects and upgrades as needed.

Qualifications

• 2 years of experience in a service desk or technical support role.
• Strong knowledge of mobile devices, OS, audiovisual equipment, and video teleconferencing systems.
• Experience with ServiceNow ticketing system.
• Familiar with hardware refresh and software installations.
• Excellent written and verbal communication; strong customer service.
• Ability to work under pressure and meet deadlines.
• ITIL/CompTIA/HDI certifications are a plus.

Responsibilities

• Serve as the first point of contact for end-users, logging incidents and service requests.
• Diagnose and resolve issues related to hardware, software, mobile devices, and AV/VC systems.
• Document incidents, solutions, and requests with detailed records.
• Support mobile devices and ensure connectivity and app functionality.
• Support AV and VC equipment during meetings and events.
• Assist in technical refresh projects and upgrades.
• Collaborate with IT teams to minimize downtime during upgrades.

Skills

Service Desk

Incident Management

Mobile Device Support

Video Teleconferencing

Communication Skills

General IT Troubleshooting

Education

ITIL Certification

CompTIA A+ Certification

HDI Support Center Analyst

Tools

ServiceNow

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Helpdesk Technician - NLRB

Full Time Fairfax, VA, US

At CODEplus, we are more than just a technology company—we are a team of innovators, problem-solvers, and industry leaders dedicated to delivering cutting-edge solutions. With 31 years of success in government and commercial sectors, we have built a reputation for excellence, reliability, and long-term partnerships. We are currently seeking a Tier 1 Helpdesk Technician for our Helpdesk in Washington, DC.

As a trusted and growing organization, we offer stability, competitive compensation, and exciting career growth opportunities .

Key Responsibilities :

• Serve as the first point of contact for end-users, logging incidents, and service requests promptly and accurately.
• Diagnose, troubleshoot, and resolve end-user problems related to hardware, software, mobile devices, audiovisual equipment, and video teleconference systems.
• Document incidents, solutions, and service requests in detail, ensuring accurate records for future reference.
• Provide technical support for mobile devices, including smartphones and tablets, ensuring seamless integration, and troubleshooting issues related to connectivity and applications.
• Support audiovisual and video teleconference equipment, configuring, troubleshooting, and maintaining systems to ensure optimal functionality during meetings and presentations.
• Assist in technical refresh projects, deploying new laptop hardware, performing operating system upgrades, and installing specialized software as per organizational requirements.
• Collaborate with IT teams to ensure smooth transitions during hardware and software upgrades, minimizing downtime and user disruption.

Qualifications

• Proven (2 years) experience in a service desk or technical support role, with expertise in incident management and problem resolution.
• Strong knowledge of mobile devices, operating systems, audiovisual equipment, and video teleconference systems.
• Experience in ServiceNow ticketing system
• Familiarity with technical refresh processes, including hardware deployment and software installations.
• Excellent communication skills, both written and verbal, with a focus on providing exceptional customer service.
• Ability to work efficiently under pressure, prioritize tasks, and meet deadlines.
• Relevant certifications such as ITIL, CompTIA A+, or HDI Support Center Analyst, are a plus.