IT Helpdesk Specialist - Onsite DC Government Support

Socket.dev; Washington (District of Columbia); On-site; USD 45,000 - 65,000; Full time

Job summary

The Help Desk Technician role at DC Government provides first-line support to District government employees, ensuring timely resolution of IT issues and excellent customer service. It covers Windows 11, Microsoft 365, Active Directory, and ticketing workflows, with a strong emphasis on user guidance, device imaging, and asset tracking.

Based onsite in Washington, DC, this position requires effective communication, problem-solving, and the ability to escalate complex problems to specialized teams

Qualifications

• High school diploma or equivalent; associate degree or cert preferred.
• Strong knowledge of Windows 11, Microsoft 365, and enterprise apps.
• Familiar with Active Directory, ServiceNow, 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 issues related to Windows OS, Microsoft 365, VPN, network connectivity, and standard enterprise applications.
• Assist with password resets, account unlocks, and identity management through Active Directory and other authentication tools.
• Diagnose and resolve hardware failures, software errors, and configuration issues.
• Serve as the first point of contact for IT support requests via phone, email, ticketing system, or walk-ins.
• Deliver clear, courteous, and professional communication to end users.
• 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 inventory of IT equipment, ensuring accurate tracking and documentation.
• Escalate complex or unresolved issues to specialized teams (network, security, server, or application support).
• Collaborate with other IT staff to identify recurring issues and recommend improvements.
• Participate in incident response efforts when needed, including outages or critical system disruptions.
• Ensure all devices and systems comply with District security policies.
• Support patching, antivirus updates, and security configurations on end-user devices.
• Report potential security incidents or vulnerabilities to the appropriate teams.

Skills

Windows 11

Microsoft 365

Active Directory

Remote support tools

Troubleshooting

Education

Bachelor's degree in IT or related field

Associate degree or technical certification

Tools

ServiceNow

Job description

The Help Desk Technician role at DC Government provides first-line support to District government employees, ensuring timely resolution of IT issues and excellent customer service. It covers Windows 11, Microsoft 365, Active Directory, and ticketing workflows, with a strong emphasis on user guidance, device imaging, and asset tracking.

Based onsite in Washington, DC, this position requires effective communication, problem-solving, and the ability to escalate complex problems to specialized teams