IT Help Desk Specialist — Tier 1/2 Support

AHU Technologies Inc; Washington (District of Columbia); On-site; USD 34,440 - 55,104; Full time

Job summary

AHU Technologies Inc. in Washington, DC seeks a Help Desk Technician to provide first-line technical support for government staff, ensuring timely resolution of IT issues and strong customer service.

The role covers hardware/software troubleshooting, user guidance, and incident escalation to ensure reliable access to technology. The contract position requires a Bachelor’s degree in IT or related field or equivalent experience, with expertise in Windows 11, Microsoft 365, Active Directory, and

Qualifications

• Bachelor’s degree in IT or related field or equivalent experience.
• Experience diagnosing and resolving end user computer problems.
• Experience providing second-tier support to end users, server, or mainframe apps/hardware.
• Strong knowledge of Windows 11, Microsoft 365, and common enterprise applications.
• Familiarity with Active Directory, ServiceNow ticketing systems, and remote support tools.

Responsibilities

• Provide Tier 1 and Tier 2 support for desktops, laptops, mobile devices, printers, and peripherals.
• Troubleshoot Windows OS, Microsoft 365, VPN, network connectivity, and enterprise apps.
• Assist with password resets, account unlocks, and identity management via Active Directory.
• Diagnose and resolve hardware failures, software errors, and configuration issues.
• Serve as first point of contact for IT support requests via phone, email, or walk-ins.
• Document support interactions and resolutions in the ticketing system.
• Provide guidance and training to users on basic technology functions.

Skills

Windows 11

Microsoft 365

Troubleshooting

Customer service

Communication

Independent work

Teamwork

Patience

Education

Bachelor’s degree in IT or related field

Tools

Active Directory

ServiceNow

Remote support tools

VPN

Job description

AHU Technologies Inc. in Washington, DC seeks a Help Desk Technician to provide first-line technical support for government staff, ensuring timely resolution of IT issues and strong customer service.

The role covers hardware/software troubleshooting, user guidance, and incident escalation to ensure reliable access to technology. The contract position requires a Bachelor’s degree in IT or related field or equivalent experience, with expertise in Windows 11, Microsoft 365, Active Directory, and