On-Site Help Desk Technician (Arlington) - Windows 11 & 365

AXIS Management Group, LLC; Virginia; Sur place; USD 52 000 - 70 000; Plein temps

Résumé du poste

AXIS Management Group is seeking a Help Desk Technician to provide desk-side, walk-up, and remote support for a federal government client from Arlington, VA. The role covers incident management, device provisioning, and user migration tasks with strict adherence to security procedures.

You will troubleshoot Windows 11 and Microsoft 365, handle onboarding/offboarding, and coordinate with IT and cybersecurity teams. On-site work is required.

Qualifications

• At least two years of enterprise help desk or desktop support experience.
• Experience with Windows 11, Microsoft 365 apps, browsers, printers, peripherals, videoconferencing, and remote access.
• Experience using an IT service management or ticketing platform and documenting troubleshooting and resolution activities.
• Knowledge of Active Directory and/or Microsoft Entra ID concepts to troubleshoot.
• Experience provisioning or reimaging workstations using enterprise endpoint-management tools.
• Strong customer service, communication, organization, documentation, and problem-solving skills.
• Ability to explain technical information clearly to nontechnical users.
• Ability to protect sensitive information and work with government and contractor personnel.
• Ability to work primarily on-site in Arlington, Virginia.

Responsabilités

• Receive, document, categorize, prioritize, and update incidents and service requests in the ticketing system.
• Provide desk-side, walk-up, telephone, email, Teams, and remote support.
• Troubleshoot Windows 11 workstations, devices, printers, and peripherals.
• Support Microsoft 365 apps and collaboration services.
• Provision, reimage, configure, install software, and migrate data on workstations.
• Assist users with accounts, passwords, MFA, VPN, and remote-work issues.
• Escalate privileged access requests and complex system issues.
• Use remote-support tools while protecting user information.
• Assist with onboarding/offboarding, workstation moves, and conference-room setup.
• Coordinate shipment and inventory of government-furnished equipment.
• Maintain ticket notes and device records; update inventory.
• Create knowledge articles for recurring issues.
• Identify recurring problems and notify relevant teams.
• Coordinate with system/network/cybersecurity teams on escalation.
• Follow up with users and close tickets per procedures.

Connaissances

Customer service

Communication

Problem solving

Documentation

Nontechnical explanations

On-site work

Teamwork

Outils

Active Directory

Microsoft Entra ID

ITSM ticketing system

Remote-access tools

Microsoft 365

Description du poste

AXIS Management Group is seeking a Help Desk Technician to provide desk-side, walk-up, and remote support for a federal government client from Arlington, VA. The role covers incident management, device provisioning, and user migration tasks with strict adherence to security procedures.

You will troubleshoot Windows 11 and Microsoft 365, handle onboarding/offboarding, and coordinate with IT and cybersecurity teams. On-site work is required.