Senior Helpdesk Master – Onsite Government IT Support

GoIntellects Inc.; Washington (District of Columbia); On-site; USD 85,000 - 115,000; Full time

Job summary

GoIntellects Inc. seeks an experienced Helpdesk Specialist Master for a long‑term government contract in Washington DC. The role provides first‑line IT support to District employees, ensuring timely resolution of issues and strong customer service.

You will troubleshoot Windows, MS 365, VPN, and device problems, escalating complex cases as needed. The position requires 16+ years of experience, onsite work, and collaboration with cross‑functional IT teams to maintain reliable access to technology

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

• Provide Tier 1 and Tier 2 support for desktops, laptops, mobile devices, printers, and peripherals.
• Troubleshoot Windows OS, Microsoft 365, VPN, network connectivity, and standard enterprise apps.
• Assist with password resets, account unlocks, and identity management through AD and other 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, or in person.
• Document all support interactions and resolutions in the ticketing system.
• Provide guidance and training to users on basic technology functions.

Skills

Customer service

Communication

Problem solving

Team collaboration

Independence

Education

High school diploma or equivalent

Associate degree or technical certification preferred

Tools

Windows 11

Microsoft 365

Active Directory

ServiceNow

Remote support tools

VPN

Job description

GoIntellects Inc. seeks an experienced Helpdesk Specialist Master for a long‑term government contract in Washington DC. The role provides first‑line IT support to District employees, ensuring timely resolution of issues and strong customer service.

You will troubleshoot Windows, MS 365, VPN, and device problems, escalating complex cases as needed. The position requires 16+ years of experience, onsite work, and collaboration with cross‑functional IT teams to maintain reliable access to technology