Help Desk Specialist

Location: Rockville, MD | Hybrid | Full-Time | Contract-to-Hire

Initial contract duration: 3 months with potential conversion opportunity. Hours: Standard business (8:30 AM – 5:30 PM) with one rotating day per week from 10:30 AM – 7:00 PM.

Compensation: $70,000 - $85,000 annually, depending on experience.

About The Opportunity

Our client is seeking an IT Service Desk Specialist to join their growing technology team and provide end-user technical support across a variety of systems and platforms. This is an excellent opportunity for a customer-focused IT professional who enjoys troubleshooting, supporting employees, and contributing to a collaborative technology environment. The ideal candidate will have experience providing enterprise-level Service Desk, Help Desk, or Desktop Support and will be comfortable handling a broad range of technical issues including user access, Microsoft 365 support, hardware deployment, onboarding, and day-to-day IT operations. This role is ideal for a technology professional who enjoys solving problems, working directly with users, and delivering high-quality technical support in a fast-paced environment.

Responsibilities

• Provide technical and operational IT support to end users across hardware, software, applications, and systems.
• Troubleshoot and resolve incidents and service requests while maintaining excellent customer service.
• Support user onboarding and offboarding activities, including account creation, access management, and equipment setup.
• Administer user accounts, security permissions, and access rights through Active Directory and related systems.
• Provide Microsoft 365 support, including Outlook, Teams, OneDrive, SharePoint, and Office applications.
• Troubleshoot Windows operating systems, laptops, peripherals, and mobile devices.
• Install, configure, maintain, and upgrade computer hardware, software, operating systems, and peripherals.
• Support laptop deployment, imaging, inventory management, and hardware asset tracking.
• Manage tickets through a service management platform, documenting troubleshooting steps, resolutions, and follow-up actions.
• Assist with application access provisioning while following established security procedures.
• Troubleshoot MFA, password resets, VPN, SSO, and user access issues.
• Support both onsite and remote employees with technical issues.
• Maintain accurate documentation, procedures, and knowledge base materials.
• Assist with identifying process improvements and improving overall support operations.
• Follow security, compliance, change management, and documentation requirements.

Requirements

• 2+ years of experience in Service Desk, Help Desk, Desktop Support, or IT Support roles.
• Strong customer service skills with excellent verbal and written communication abilities.
• Experience troubleshooting Windows 10/11 operating systems.
• Experience supporting Microsoft 365 applications, including Outlook, Teams, OneDrive, and Office Suite.
• Experience with Active Directory account administration and user support.
• Experience working with ticketing systems and incident management processes.
• Strong troubleshooting, analytical, and problem-solving skills.
• Ability to prioritize multiple requests while maintaining accuracy and attention to detail.
• Ability to support both onsite and remote users.

Preferred Qualifications

• Experience with ServiceNow or similar IT service management platforms.
• Familiarity with Entra ID (Azure Active Directory).
• Experience with Intune or endpoint management solutions.
• Experience supporting employee onboarding and offboarding.
• Hardware deployment and asset management experience.
• Experience working within financial services, banking, or another regulated environment.
• Familiarity with VPN, SSO, Okta, virtual desktop environments, or enterprise applications.

Qualifications

• Bachelor’s degree in Computer Science, Information Systems, or a related field preferred.
• Equivalent technical experience, certifications, and hands-on support experience will be considered.
• Minimum of 2 years of directly related IT support experience required.

Skills

• Microsoft Windows Operating Systems (Windows 10/11)
• Microsoft Outlook
• Microsoft 365 Applications (Teams, OneDrive, Office Suite)
• Microsoft SharePoint
• Active Directory
• Hardware installation and troubleshooting
• Ticketing systems and incident management tools