Senior Help Desk Specialist — End-User IT Support

Socket.dev; Washington (District of Columbia); On-site; USD 55,000 - 75,000; Full time

Job summary

Socket.dev is seeking a Help Desk Technician to provide first‑line IT support to District government employees, ensuring timely issue resolution and strong customer service. You will diagnose hardware and software problems, assist with password resets, and escalate complex issues as needed.

Work involves supporting Windows 11, Microsoft 365, VPN, Active Directory, and ticketing systems, with a focus on clear communication, documentation, and service continuity for end users.

Qualifications

• High school diploma or equivalent; associate degree or technical certification preferred.
• Strong knowledge of Windows 11, Microsoft 365, and common enterprise applications.
• Familiarity with Active Directory, ServiceNow ticketing systems, and remote support tools.
• Ability to troubleshoot hardware, software, and network issues.
• Excellent communication, customer service, and problem‑solving skills.

Responsibilities

• Responds to and diagnoses problems through discussion with users.
• Ensures a timely process through which problems are controlled, including problem recognition, research, isolation, resolution, and follow‑up steps.
• Supervises operation of help desk and serves as focal point for customer concerns.
• Provides support to end users on a variety of issues.
• Identifies, researches, and resolves technical problems.
• Responds to telephone calls, emails, and personnel requests for technical support.
• Documents, tracks, and monitors the problem to ensure a timely resolution.
• Provides second‑tier support to end users for either PC, server, or mainframe applications or hardware.
• Interacts with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problem.
• Simulates or recreates user problems to resolve operating difficulties.
• Recommends systems modifications to reduce user problems.

Skills

Windows 11

Microsoft 365

Communication

Customer service

Problem solving

Remote support tools

Education

Bachelor’s degree in IT or related field

Tools

Active Directory

ServiceNow

VPN

Job description

Socket.dev is seeking a Help Desk Technician to provide first‑line IT support to District government employees, ensuring timely issue resolution and strong customer service. You will diagnose hardware and software problems, assist with password resets, and escalate complex issues as needed.

Work involves supporting Windows 11, Microsoft 365, VPN, Active Directory, and ticketing systems, with a focus on clear communication, documentation, and service continuity for end users.