IT Support Help Desk Specialist (Junior)
US-DC
Careers (External)
Req #: 7149
Type: Full-Time SCA
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Overview: GovCIO is currently hiring a Junior IT Support Help Desk Specialist to join our team, supporting a critical program with the U.S. Coast Guard. This position is located in Washington, DC and will be an onsite position. Responsibilities: The Junior IT Support Help Desk Specialist will primarily focus on initial incident response, documentation, and resolution of common IT issues, working closely with the Senior and Journeyman staff to escalate more complex problems. * Provide initial point of contact (Tier 1 support) for users experiencing hardware, software, and basic network issues via phone, email, and ticketing system. * Perform foundational troubleshooting for standard operating environments, including Windows 10/11, M365 suite applications (Outlook, Word, Excel, Teams), and basic network connectivity issues. * Accurately document all incidents and service requests within the enterprise ticketing system (e.g., ServiceNow), ensuring clear communication and adherence to established ITIL incident management processes. * Assist with user account management within Active Directory and Azure AD, including password resets, account unlocks, and basic group membership modifications. * Install, configure, and deploy standard desktop hardware, software, and peripherals (laptops, printers, monitors, etc.). * Collaborate with senior team members and participate in training sessions to continuously build technical skills and understanding of enterprise systems. * Follow established troubleshooting guides and standard operating procedures (SOPs) to resolve common issues efficiently and effectively. Qualifications: * High School Diploma or GED required; Technology, Computer Science, or a related field is a strong advantage) with 2-3 years of experience in IT support, help desk, or a related technical field. * Clearance Requirement: Must be clearable up to an active Secret clearance. Required Skills and Experience * Current DoD 8570 IAT Level II certification (e.g., Security+ CE) is mandatory. * Deep, Foundational knowledge of Microsoft environments. * Basic understanding of networking concepts (TCP/IP fundamentals, DNS, DHCP) sufficient to troubleshoot basic connectivity issues. * Familiarity with IT ticketing systems (ServiceNow, Remedy, etc.) and remote support tools. * Strong interpersonal and communication skills, with a focus on customer service and clear technical documentation. * Eagerness to learn and adapt to new technologies and processes within a fast-paced environment. Preferred Skills and Experience * Completion of an Associate's or Bachelor's degree in Information * Prior experience in a federal or military environment (U.S. Coast Guard, DoD) is a plus. * Familiarity Basic familiarity with Active Directory administration tasks. * Relevant industry certifications (e.g., CompTIA A+, Network+, Microsoft Certified Fundamentals).
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