IT Help Desk Technician

Position OverviewThe 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. RequirementsRequired 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.BenefitsHealth 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 DisabilityTraining & DevelopmentWellness ResourcesStock Option Plan