Helpdesk Specialist Tier 1/2
Employment Type: Onsite

Annexa is currently working with D.C. Government's Department of Licensing and Consumer Protection and we are seeking a Helpdesk Specialist Master to join our team. The Helpdesk Specialist Master will be responsible for providing first-line technical support to District government employees, ensuring timely resolution of IT issues and exceptional customer service. This role helps maintain reliable access to technology services, troubleshooting hardware and software problems, and escalating complex issues to the appropriate teams.

Responsibilities:

Provide Tier 1 and Tier 2 support for desktops, laptops, mobile devices, printers, and peripherals.
Troubleshoot issues related to Windows OS, Microsoft 365, VPN, network connectivity, and standard enterprise applications.
Assist with password resets, account unlocks, and identity management through Active Directory and other authentication tools.
Diagnose and resolve hardware failures, software errors, and configuration issues.
Serve as the first point of contact for IT support requests via phone, email, ticketing system, or walk‑ins.
Deliver clear, courteous, and professional communication to end users.
Document all support interactions, resolutions, and follow‑up actions in the ticketing system.
Provide guidance and training to users on basic technology functions and best practices.
Install, configure, and update software and operating systems on end‑user devices.
Support device imaging, deployment, and lifecycle management.
Maintain inventory of IT equipment, ensuring accurate tracking and documentation.
Escalate complex or unresolved issues to specialized teams (network, security, server, or application support).
Collaborate with other IT staff to identify recurring issues and recommend improvements.
Participate in incident response efforts when needed, including outages or critical system disruptions.
Ensure all devices and systems comply with District security policies.
Support patching, antivirus updates, and security configurations on end‑user devices.
Report potential security incidents or vulnerabilities to the appropriate teams.

Required Skills:

16+ years of experience diagnosing and resolving end user computer/ computer peripherals problems.
16+ years of experience providing second tier support to end users, server, or mainframe apps/hardware.
16+ years of experience documenting, tracking, and monitoring end user, server, or mainframe apps/hardware problems.
Strong knowledge of Windows 11, Microsoft 365, and common enterprise applications.
Ability to install, configure, and update software and operating systems on end user devices.
Familiarity with Active Directory, Service Now ticketing systems, and remote support tools.
Troubleshoot issues related to Windows OS, Microsoft 365, VPN, network connectivity, and standard enterprise applications.
Ability to assist with password resets, account unlocks, and identity management through Active Directory and other authentication tools.
Diagnose and resolve hardware failures, software errors, and configuration issues.
Deliver clear, courteous, and professional communication to end users.
Install, configure, and update software and operating systems on end user devices.
Document all support interactions, resolutions, and follow up actions in the ticketing system.
Provide guidance and training to users on basic technology functions and best practices.
Bachelor's Degree in IT or related field, or equivalent experience.

Desired Skills:

CompTIA A+, Network+, or Security+ certification.
Experience supporting government or large enterprise environments.
Knowledge of ITIL practices and service management principles.

Annexa Inc.

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Helpdesk Specialist Tier 1/2