Job Description

Please note:

This is 100% On-Site role in Washington DC

The Selected Candidate must be willing to work 5 Days Onsite.

Position Summary:

• The Helpdesk Specialist is the front line of technical support, resolving user issues, supporting devices, and ensuring endpoint security.
  
• This role also manages the setup and maintenance of meeting room tech, mobile devices, and user onboarding/offboarding.
  

Requirements

Key responsibilities:

• User Support:

• On-site, phone, and remote helpdesk services for all users, including white-glove VIP support
• Troubleshoot hardware (laptops, tablets, phones), MFDs, and software (M365, VPN, browsers)

• Mobile Device Support:

• Support and track 15+ mobile devices; manage upgrades and replacements
• Configure and secure phones/tablets using MDM (likely Intune)

• Security Enforcement:

• Apply security patches and update configurations on all endpoints
• Ensure AV protection and DLP settings are active on all devices

• Standardization & Imaging:

• Deploy standard disk images for workstations and mobile devices
• Maintain secure, documented baseline configurations

• AV & Conference Room Support:

• Set up conference room equipment for in-person and hybrid meetings (~4 annually)
• Troubleshoot AV software/hardware and coordinate repairs

• Backup, Documentation, and CM Support:

• Back up and restore user machines
• Assist with CM process and documentation as needed

• Collaborate with Program Manager and SysAdmin on asset deployments, patching schedules, and workstation backups.
• Document all issues and solutions using Client’s helpdesk ticketing software; escalate issues appropriately.

Required Qualifications:

• Minimum 5+ years of experience supporting enterprise helpdesk operations and cloud platforms (M365, AWS, Google).
• Expert in providing support on IT hardware/software and accurately tracks issues.
• Proficient in setup and maintenance of mobile devices, laptops, and tablets including inventory tracking.
• Strong experience with Windows imaging tools, Intune, mobile device management (MDM).
• Strong customer service and communication skills, especially for executive support.
• Familiarity with desktop security baselines and configuration hardening.
  

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