Full-Time
IT Help Desk Technician
Arlo Solutions
No salary listed
No H1B Sponsorship
Washington, DC, USA
Hybrid
Hybrid role requiring on-site presence at the Washington, DC office; remote support capability.
US Citizenship Required
Category
 IT & Security (1) |
|---|
Required Skills
TCP/IP
Sharepoint
LDAP
ServiceNow
Computer Networking
JIRA
Requirements
- 1–2 years of experience in an IT help desk, technical support, or desktop support role.
- Familiarity with Windows 10/11 operating systems and Microsoft 365 applications (Outlook, Teams, SharePoint, OneDrive).
- Basic understanding of networking concepts including TCP/IP, DNS, DHCP, and VPN.
- Experience using or willingness to learn ticketing and ITSM platforms (ServiceNow, Jira, Freshdesk, or equivalent).
- Strong troubleshooting skills with the ability to independently diagnose and resolve common hardware and software issues.
- Excellent verbal and written communication skills with a customer-first mindset.
- Ability to work independently in a hybrid environment and manage multiple open tickets simultaneously.
- U.S. Citizenship required (position supports federal government clients).
Responsibilities
- Serve as the first point of contact (Tier 1/) for all IT support requests submitted via phone, email, or ticketing system.
- Diagnose and resolve hardware, software, network, and peripheral issues in a timely and professional manner.
- Escalate complex or unresolved issues to senior IT staff with thorough documentation of troubleshooting steps taken.
- Support remote and on-site users across Windows and potentially Mac environments.
- Create, manage, track, and close help desk tickets using the organization's ITSM platform (e.g., ServiceNow, Jira, or equivalent).
- Maintain accurate and thorough records of all incidents, service requests, and resolutions.
- Contribute to and maintain the internal IT knowledge base and standard operating procedures (SOPs).
- Assist with user account and device provisioning, modifications, and deprovisioning in Active Directory and Microsoft 365.
- Support employee onboarding and offboarding processes from an IT perspective.
- Perform software installations, updates, patches, and configuration on end-user devices.
- Assist in managing hardware inventory including laptops, desktops, monitors, and peripherals.
- Follow and enforce IT security policies in alignment with government contracting requirements.
- Assist with basic cybersecurity tasks including password resets, MFA enrollment, and phishing incident reporting.
- Support compliance efforts related to frameworks such as NIST 800-171 or CMMC as directed.
- Deliver high-quality, professional customer service to all end users — including federal client personnel.
- Communicate technical concepts clearly and effectively to non-technical staff.
- Maintain a positive, solutions-oriented attitude under pressure and during high-volume ticket periods.
Desired Qualifications
- CompTIA A+ certification (required or willing to obtain within 6 months of hire).
- CompTIA Security+ certification (strongly preferred for government contracting environment).
- ITIL Foundation certification or demonstrated knowledge of ITIL service management principles.
- Experience with Active Directory, Azure Active Directory, or Microsoft Entra ID.
- Familiarity with remote desktop and remote support tools (e.g., BeyondTrust, TeamViewer, Remote Desktop Protocol).
- Prior experience in a government contracting or federal agency support environment.
- Exposure to NIST 800-171, CMMC, or FedRAMP compliance frameworks.
- Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent work experience).