Help Desk Technician

2 weeks ago

Bethesda, United States Tiag Full time

TIAG is currently hiring an onsite Help Desk Technician to support our team on an upcoming program based out of the Washington, DC region. This position requires a Secret level security clearance to be processed to start work, so US Citizenship is a requirement. This position is onsite 5 days per week.

Position Responsibilities:

  • S erve as the first point of contact for customers reporting technical issues. Utilize government furnished equipment (GFE) to support Incident, Problem and Request Management processes leveraging the ITIL service framework and best business practices. Technical support includes answering telephones, email, virtual support rooms, and walk-in service.
  • Ability to comply with First Call Resolution standards (minimum 75%) to provide End User Device (EUD) support service and incident resolution remotely and through desk-side touch -labor services to ensure that the end user operational environment is functional.
  • I nvestigate and resolve technical issues within the designated Service Level Agreement (SLA) for Requests and Incidents, provide status, updates, and escalation of events, and document the troubleshooting and resolution tasks within the ticketing system.
  • Use a ticket tracking system such as ServiceNow to access assigned tickets and close them.
  • Perform computer troubleshooting and setup processes requiring multiple detailed processes and procedures.
  • Write/document detailed troubleshooting results in help desk ticket tracking.
  • Pull computer/server log files and send them to Tier 3 support for further diagnosis.
  • Multi-task 3-5 concurrent computer support activities with detailed processes.
  • Recall from memory in a timely manner established computer support techniques.
  • As needed, perform troubleshooting for computer break-fix processes and software upgrades.
  • Shift work and/or on-call availability may be required in this position. Current support hours are 0600 - 1800.
  • Use a ticket tracking system to access assigned tickets and close them. Requires at least 92% customer satisfaction on all service requests.
  • Work in Cisco Finesse call center to answer and respond to end-user phone calls.
  • Work in Google Meet virtual support rooms to consult, troubleshoot, and resolve technical issues for end users.
  • Perform computer troubleshooting and setup processes requiring multiple detailed processes and procedures.
  • Perform computer imaging, software, printer, and hardware system configuration.
  • Collect end of life hardware and peripherals and prepare for disposal per regulations
  • Write/document detailed troubleshooting results in ServiceNow ticket tracking.
  • Pull computer/server log files and send them to Tier 3 support for further diagnosis.
  • Multi-task 3-5 concurrent computer support activities with detailed processes.
  • Resolve customer reported issues and implement known fixes/procedures without repeatedly having to conduct research or search for solutions.
  • Perform troubleshooting for computer break-fix processes and software upgrades.
Required Experience:
  • Entry-level experience with remote access software, Office Automation Software Suites, and knowledge of Operating Systems and Networking.
  • Demonstrated ability to communicate effectively, both written and orally, among the customer base and Help Desk management.
  • Experience working with PC software and troubleshooting
  • An understanding of the military community is an added plus
  • Ability to obtain a Secret Clearance
  • Strong PC software and troubleshooting skills
  • Experience using Microsoft Windows and Microsoft Office Products
  • CompTIA Security+
  • CompTIA A+ cert OR other Windows Environment Certification required to start


TIAG is an equal opportunity and affirmative action employer that does not discriminate on the basis of race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or protected veteran status, or any other characteristic protected by local, state, or federal laws, rules, or regulations. TIAG's policy applies to all terms and conditions of employment. To achieve our goal of equal opportunity, TIAG maintains an affirmative action plan through which it makes good faith efforts to recruit, hire, and advance in employment qualified minorities, women, individuals with disabilities, and protected veterans.

  • Help Desk Technician

    2 weeks ago

    Bethesda, United States Tiag Full time

    TIAG is currently hiring an onsite Help Desk Technician to support our team on an upcoming program based out of the Washington, DC region. This position requires a Secret level security clearance to be processed to start work, so US Citizenship is a requirement. This position is onsite 5 days per week. Position Responsibilities: S erve as the first point...

  • Help Desk Technician

    2 weeks ago

    Bethesda, United States Connsci Full time

    Do you have an interest in information technology? Do you like helping others? Do you enjoy troubleshooting and solving problems? If so, you may be a great fit for our team! We are seeking a Help Desk Technician to join our growing team here at Connsci. This individual will be working closely with one of our clients and will be focused on both supporting...

  • Help Desk Technician

    7 days ago

    Bethesda, United States Connsci Full time

    Do you have an interest in information technology? Do you like helping others? Do you enjoy troubleshooting and solving problems? If so, you may be a great fit for our team! We are seeking a Help Desk Technician to join our growing team here at Connsci. This individual will be working closely with one of our clients and will be focused on both supporting...

  • Help Desk Support Technician

    3 weeks ago

    Bethesda, United States latitude Full time

    Responsibilities:Technical Support: Provide advanced technical support to resolve complex hardware, software, and network issues. Respond to and manage escalated tickets from Tier 1 support, ensuring timely resolution and communication with end-users.Troubleshooting: Diagnose and troubleshoot advanced IT problems, including operating system errors,...

  • Help Desk

    3 weeks ago

    Bethesda, United States Progression Incorporated Full time

    Job DescriptionJob DescriptionHelp Desk Bethesda MDMUST:Current Public Trust and eligible for Secret clearance or Active DoD Secret Clearance2+ years of profession Tier II experience providing Operation and network support, Automation software and remote access software supportEfficient experience work with PC software and providing troubleshootingSolid...

  • Help Desk Manager

    4 days ago

    Bethesda, Maryland, United States LCG Full time

    Job Description Job Description Location:Bethesda , MD (Hybrid)LCG is a minority-owned technology consulting firm that has been a trusted partner to more than 40 federal agencies, including 21 of the 27 Institutes and Centers (ICs) at the National Institutes of Health (NIH). For over 25 years, LCG has brought digitization and innovation to the Health and...

  • Help Desk Manager

    2 weeks ago

    Bethesda, United States LCG, Inc. Full time

    Job DescriptionJob DescriptionLocation: Bethesda, MD (Hybrid)LCG is a minority-owned technology consulting firm that has been a trusted partner to more than 40 federal agencies, including 21 of the 27 Institutes and Centers (ICs) at the National Institutes of Health (NIH). For over 25 years, LCG has brought digitization and innovation to the Health and Human...

  • Help Desk Tier Ii

    3 weeks ago

    Bethesda, United States Connsci Full time

    Do you have an interest in information technology? Do you like helping others? Do you enjoy troubleshooting and solving problems? If so, you may be a great fit for our team! We are seeking a Help Desk Technician to join our growing team here at Connsci. This individual will be working closely with one of our clients and will be focused on both supporting...

  • Computer Specialist

    4 weeks ago

    Bethesda, United States Tiag Full time

    TIAG is currently hiring an onsite Help Desk Technician to support our team on an upcoming program based out of the Washington, DC region. This position requires a Secret level security clearance to be processed to start work, so US Citizenship is a requirement. This position is onsite 5 days per week. Position Responsibilities: S erve as the first point of...

  • Manager - Desktop Support/Infrastructure/Help Desk

    2 weeks ago

    Bethesda, United States The ACI Group, Inc. Full time

    Job DescriptionJob DescriptionManager - Desktop Support/Infrastructure/Help Desk, North Bethesda/Rockville, MDFull-timeOn-site 3-4 days a week in North Bethesda/Rockville areaDue to our government client requirements, we can only consider US Citizens or Green Card holders for this position; ability to obtain a public trust clearance.NO THIRD PARTY RECRUITERS...

  • Computer Specialist

    4 weeks ago

    Bethesda, United States Tiag Full time

    TIAG is currently hiring an onsite Help Desk Technician to support our team on an upcoming program based out of the Washington, DC region. This position requires a Secret level security clearance to be processed to start work, so US Citizenship is a requirement. This position is onsite 5 days per week. Position Responsibilities: S erve as the first point...

  • Help Desk Analyst

    1 month ago

    Bethesda, United States latitude Full time

    Compensation: $20-28/hr This is a 2 month contract with possibility of extension / full time. We are seeking a skilled Help Desk Analyst to join our team and provide technical support to users at the National Institutes of Health (NIH) campus in Bethesda, MD. The ideal candidate will have experience in supporting both MAC and Windows environments, possess...

  • Help Desk Analyst

    3 weeks ago

    Bethesda, United States latitude Full time

    Compensation: $20-28/hr This is a 2 month contract with possibility of extension / full time. We are seeking a skilled Help Desk Analyst to join our team and provide technical support to users at the National Institutes of Health (NIH) campus in Bethesda, MD. The ideal candidate will have experience in supporting both MAC and Windows environments, possess...

  • IT Help Desk Manager

    3 weeks ago

    Bethesda, United States MSR Collective Full time

    IT Help Desk ManagerLocation: Onsite (Limited Remote Flexibility) We're on the lookout for a dedicated IT Help Desk Manager to join our team. In this role, you'll report directly to the Head of IT and play a pivotal role in ensuring the seamless operation of our IT helpdesk. This position offers both hands-on technical leadership and managerial...

  • IT Help Desk Manager

    3 weeks ago

    Bethesda, United States MSR Collective Full time

    IT Help Desk ManagerLocation: Onsite (Limited Remote Flexibility) We're on the lookout for a dedicated IT Help Desk Manager to join our team. In this role, you'll report directly to the Head of IT and play a pivotal role in ensuring the seamless operation of our IT helpdesk. This position offers both hands-on technical leadership and managerial...

  • IT Help Desk Manager

    1 week ago

    Bethesda, United States MSR Collective Full time

    IT Help Desk ManagerLocation: Onsite (Limited Remote Flexibility) We're on the lookout for a dedicated IT Help Desk Manager to join our team. In this role, you'll report directly to the Head of IT and play a pivotal role in ensuring the seamless operation of our IT helpdesk. This position offers both hands-on technical leadership and managerial...

  • Secret Cleared Help Desk

    1 month ago

    Bethesda, United States Insight Global Full time

    Insight Global is looking to bring on a Secret cleared Help Desk Specialist to the team sitting out of Bethesda, MD in support of a federal client. The Help Desk Specialists will be responsible for the following:Receive tickets via ServiceNow ticketing system, prioritizing tasks and assignmentsServe as the first point of contact for customers reporting...

  • Service Desk Technician

    3 weeks ago

    Bethesda, United States Total Wine & More Full time

    Total Wine & More is looking for a Service Desk Technician to join our team working onsite in Bethesda, MD. TWM Service Desk Technicians work in a dynamic and often demanding environment that provides IT-related services to our retail and store support staff. They are the “Frontline” support to ensure store productivity using incident management and...

  • Hybrid Help Desk Support II

    1 week ago

    Bethesda, United States latitude Full time

    Job Title: Help Desk Support Tech II Location: Bethesda, MD (Hyrbid 3-4 days a week on-site) Hourly Rate: $25 - $29 per hour Clearance: Public Trust Clearance (Mandatory) Position Type: Full-Time Job Description: We are seeking a skilled and experienced Help Desk Support Tech II to join our dynamic IT team. This role is primarily remote, but requires...

  • Help Desk Specialist

    7 days ago

    Bethesda, United States CACI Full time

    Help Desk Specialist - TS/SCI w/ Poly Job Category: Information Technology Time Type: Full time Minimum Clearance Required to Start: TS/SCI with Polygraph Employee Type: Regular Percentage of Travel Required: None Type of Travel: None - * CACI is seeking a Help Desk Specialist to join Our Luke Team! You will provide support on a team that provides a...