Principal Help Desk Specialist – On-Site DC

IQUASAR LLC; Washington (District of Columbia); On-site; USD 80,000 - 110,000; Full time

Benefits offered by this job

401(k)

Competitive salary

Paid time off

Health insurance

Vision insurance

Dental insurance

Job summary

iQuasar LLC in Washington, DC seeks a Principal Help Desk Specialist to provide first-line support on-site. The role emphasizes direct help desk contact, rapid issue resolution, and acting as the central conduit for ENRD IT inquiries.

Responsibilities include handling Level 1 support efficiently, guiding users through Baseline applications, hardware and printer issues, and coordinating with Level 2 staff when needed. This position supports a public trust clearance environment with on-site work.

Responsibilities

• Direct help desk support provided during the initial telephone or email contact.
• Accurately and efficiently resolve the maximum number of fielded calls possible with Level 1 support.
• Serve as the central point of contact for ENRD personnel for the immediate resolution or referral of all user-generated hardware and software information technology issues throughout ENRD.
• Answer basic and complex questions about the Baseline applications (listed below) on ENRD Computers.
• Act as call center and re-director for Non-Baseline applications (listed below) on ENRD Computers.
• Provide basic hardware support for Computers (including peripheral equipment, e.g., keyboard, mice), printers, label printers, laptops, and video conferencing equipment.
• Use remote access/assistance software from the help desk offices to troubleshoot user problems and refer to Level 2 staff any software or hardware (other than printer) problems that cannot be corrected over the phone, via remote assistance software or in-person.
• Provide desk-side assistance (e.g., walk to the employee’s office to help) if the remote access or phone support options are not effective.
• Maintain problem-tracking database to record user service requests.
• Act as the central call point for printer maintenance and enter and track all printer maintenance calls placed in the ENRD IT Management Tool (currently Remedy)
• Manage print queues to ensure printers are working properly.

Job description

iQuasar LLC in Washington, DC seeks a Principal Help Desk Specialist to provide first-line support on-site. The role emphasizes direct help desk contact, rapid issue resolution, and acting as the central conduit for ENRD IT inquiries.

Responsibilities include handling Level 1 support efficiently, guiding users through Baseline applications, hardware and printer issues, and coordinating with Level 2 staff when needed. This position supports a public trust clearance environment with on-site work.