Job Description

Position Overview
The Help Desk Technician provides on-site technical support for end users at a secure government healthcare facility in Bethesda, Maryland. This role delivers Tier 1–2 troubleshooting for hardware, software, and network issues while maintaining a high standard of customer service. The position supports daily IT operations, ensures compliance with applicable security guidelines, and coordinates with higher-tier support teams for complex issues.

Key Responsibilities

• Respond to service requests, incidents, and inquiries in person, by phone, or via a ticketing system.
• Troubleshoot and resolve issues involving desktops, laptops, printers, and other approved devices.
• Perform hardware and software installations, upgrades, and configuration changes.
• Assist with workstation imaging, deployment, and user data migration.
• Ensure all end-user devices are maintained in compliance with established security baselines and configuration standards.
• Escalate complex or unresolved issues to higher-level technical support teams as needed.
• Maintain accurate documentation of support activities, resolutions, and asset inventory updates.
• Provide guidance to users on the proper operation of systems and software.

Requirements

Required Qualifications

• Associate’s degree in Information Technology or related field; equivalent experience considered.
• 1–3 years of experience providing IT support in a help desk or desktop support environment.
• Working knowledge of Microsoft Windows operating systems, Office 365 applications, and basic networking principles.
• Familiarity with IT ticketing systems and troubleshooting methodologies.

Certifications

• CompTIA Security+, Network+, or equivalent certification preferred.
• Additional vendor-specific certifications in Microsoft or ITIL best practices are a plus.

Security Requirements

• Must be eligible to obtain and maintain a U.S. Government security clearance at the Secret level.
• Must complete mandatory cybersecurity and privacy training prior to accessing systems.

Benefits

• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (401k, IRA)
• Life Insurance (Basic, Voluntary & AD&D)
• Paid Time Off (Vacation, Sick & Public Holidays)
• Family Leave (Maternity, Paternity)
• Short Term & Long Term Disability
• Training & Development
• Wellness Resources
• Stock Option Plan

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