IT Help Desk Technician (Hybrid)

The Midtown Group; McLean (VA); Hybrid; USD 52,000 - 62,000; Full time

Benefits offered by this job

Hybrid schedule (3 days remote)

Job summary

The Midtown Group in McLean, VA is seeking Help Desk Technicians to join our Enterprise Service Desk. You will diagnose and resolve technical issues for researchers, engineers, and staff, acting as the first point of contact with empathy and efficiency.

We offer 5-6 weeks of hands-on training and a contract-to-hire path in a secure, enterprise environment. This role supports Windows 10, Mac OS X, Outlook, and mobile devices with a hybrid schedule (3 days remote) and a fast-paced, ticket-driven

Qualifications

• 1 year of hands-on experience on a corporate/enterprise help desk.
• Proficiency with Windows 10, Mac OS X, Outlook, and mobile devices.
• Strong verbal and written communication; patient with non-technical users.
• Ability to document tickets in audit-ready detail.

Responsibilities

• Provide front-line phone and ticket support for a high-volume queue.
• Troubleshoot hardware and software issues across Windows and Mac platforms.
• Resolve VPN and remote access problems and assist with network basics.
• Follow SOPs for incident routing, escalation, and resolution.
• Educate end-users on enterprise tools and IT procedures.
• Collaborate with teammates on process improvements and projects.

Skills

Customer support

Communication

Troubleshooting

Multi-tasking

Documentation

Education

High School diploma or equivalent

Tools

Windows 10

Mac OS X

Outlook

VPN / remote access

Job description

We are actively expanding our Enterprise Service Desk and seeking highly motivated Help Desk Technicians to join our team in McLean, VA. 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.

Preferred 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.