Position Overview

We are seeking a skilled and customer-focused Helpdesk Administrator to manage and support day-to-day IT helpdesk operations. This role is critical in ensuring reliable technology services for end users by providing timely, professional, and effective technical support. The ideal candidate will have hands-on experience supporting Windows-based environments, Office 365, printers, and basic networking, along with the ability to travel within the DC metro area to provide on-site support when required.

This position requires strong troubleshooting skills, excellent communication abilities, and a proactive mindset to identify, resolve, and prevent IT issues. A reliable vehicle and willingness to travel between multiple locations are essential.

Key Responsibilities

Helpdesk & End-User Support

Serve as the primary point of contact for IT support requests via phone, email, ticketing system, and in person
Manage daily helpdesk operations, including ticket intake, prioritization, assignment, and resolution
Provide timely technical support to end users while maintaining a high level of customer service
Follow established IT policies, procedures, and service-level agreements (SLAs)

Windows & Desktop Support

Install, configure, maintain, and troubleshoot Windows operating systems (Windows 10/11)
Diagnose and resolve hardware and software issues on desktops, laptops, and mobile devices
Perform workstation setups, upgrades, patches, and replacements as needed

Office 365 Administration & Support

Support Office 365 applications including Outlook, Teams, OneDrive, SharePoint, and Word/Excel
Assist with user account setup, password resets, mailbox issues, and license management
Troubleshoot email, collaboration, and cloud-based file access issues

Networking & Connectivity

Troubleshoot basic networking issues including LAN/WAN connectivity, Wi-Fi access, VPN connections, and IP configuration
Work with network equipment such as switches, routers, and access points at a basic support level
Escalate advanced networking issues to senior IT staff or vendors when necessary

Printer & Peripheral Support

Install, configure, and troubleshoot network and local printers
Diagnose issues related to print queues, drivers, connectivity, and hardware failures
Support additional peripherals such as scanners, docking stations, monitors, and mobile devices

Documentation & Process Improvement

Document incidents, resolutions, and troubleshooting steps in the ticketing system
Maintain and update IT documentation, FAQs, and standard operating procedures
Identify recurring issues and recommend improvements to systems, processes, or user training

On-Site & Field Support

Travel to other office locations within the DC metro area to provide hands-on technical support
Coordinate on-site visits, equipment deployments, and system upgrades
Ensure consistent IT service delivery across multiple locations

Required Qualifications

Proven experience in a Helpdesk Administrator, Helpdesk Technician, or IT Support role
Strong working knowledge of Windows operating systems
Hands-on experience supporting Office 365 environments
Basic understanding of networking concepts (TCP/IP, DNS, DHCP, VPN, Wi-Fi)
Experience troubleshooting printers, hardware, and peripherals
Excellent verbal and written communication skills
Strong organizational and time-management abilities
Ability to work independently and collaboratively in a team environment

Additional Requirements

Valid driver’s license and reliable personal vehicle
Willingness and ability to travel within the Washington, DC metro area
Ability to lift and move IT equipment as required (desktops, printers, monitors)

Preferred Qualifications

IT certifications such as CompTIA A+, Network+, or Microsoft certifications
Experience with IT ticketing systems and remote support tools
Familiarity with Active Directory and basic user administration
Prior experience supporting multiple locations or field-based IT environments

Job Type: Contract

Pay: $28.89 per hour

Education:

High school or equivalent (Preferred)

Work Location: In person

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