IT Helpdesk Specialist

Location: Annandale VA
Employment Type: Full-Time

We are seeking an experienced and customer-focused IT Helpdesk Specialist to join our Information Technology team. This role is responsible for providing technical support to employees troubleshooting hardware and software issues maintaining IT systems and ensuring the stability and security of the organizations technology infrastructure. The ideal candidate will have at least 2 years of IT Helpdesk or Technical Support experience a strong technical background and a Bachelors degree in Information Technology Computer Science or a related field.

• Provide first-level and second-level technical support for hardware software networking and system-related issues.
• Diagnose and resolve desktop laptop printer mobile device and peripheral hardware problems.
• Install configure maintain and troubleshoot Windows and macOS operating systems and business applications.
• Manage and resolve help desk tickets while meeting established response and resolution times.
• Configure user accounts permissions email access and security groups using Active Directory and Microsoft 365.
• Perform system upgrades software installations security patches and preventive maintenance.
• Monitor network connectivity and troubleshoot system performance issues.
• Assist with cybersecurity initiatives including endpoint protection access controls and security best practices.
• Support data backup recovery and disaster recovery procedures.
• Maintain accurate IT documentation asset inventory and system configuration records.
• Assist with onboarding and offboarding employees by preparing workstations user accounts and equipment.
• Collaborate with senior IT staff on infrastructure improvements system implementations and technology projects.
• Escalate complex technical issues when necessary while ensuring timely follow-up and resolution.

• Bachelors degree in Information Technology Computer Science Information Systems or a related field required.
• 2 years of experience in an IT Helpdesk Desktop Support or Technical Support role.
• Strong knowledge of Windows and macOS operating systems.
• Experience supporting Microsoft 365 Active Directory Outlook and common business applications.
• Working knowledge of basic network troubleshooting.
• Experience with hardware installation imaging software deployment and workstation setup.
• Familiarity with IT ticketing systems.
• Basic understanding of cybersecurity principles endpoint protection and access management.
• Excellent troubleshooting analytical and problem-solving skills.
• Strong communication and customer service skills with the ability to explain technical concepts to non-technical users.
• Ability to manage multiple priorities in a fast-paced environment while maintaining attention to detail.