Help Desk Technician I

Three Saints Bay, LLC. a government contracting industry leader, is seeking an experienced Help Desk Technician I. This position will report into our our Manassas, VA Headquarters office.

The Help Desk Technician I is the first point of contact between our customers and the IT department - and first impressions matter. This role is equal parts people skills and technical aptitude: you'll be the calm, knowledgeable voice that guides users through technical challenges, from a forgotten password to a device enrollment issue. If you thrive in a fast-paced environment, genuinely enjoy helping people, and want to grow your IT career in a modern, cloud-first organization, this is your starting point.

Position Requirements:

• Serve as the primary point of contact for IT support requests received via our help desk ticketing system, phone, and email
• Triage, prioritize, and resolve incoming support tickets related to hardware, software, connectivity, and Microsoft 365 applications
• Guide end users through troubleshooting steps with patience and clarity, regardless of their technical skill level - including senior management
• Support device enrollment and management through Microsoft Intune, including BYOD (Bring Your Own Device) onboarding for Windows, macOS, iOS, and Android
• Assist users with Microsoft 365 applications and services including Teams, Outlook, SharePoint, OneDrive, and Exchange Online
• Manage user accounts, group memberships, and access provisioning via Azure Active Directory / Entra ID
• Troubleshoot LAN/WAN and remote connectivity issues including VPN, Wi-Fi, and remote desktop
• Image, configure, and deploy computer assets; set up new employees and conduct brief IT orientations
• Create and maintain clear technical documentation and end-user guides
• Escalate unresolved issues to Tier 2/3 teams with thorough documentation of steps taken
• Verify resolution with the customer and close/update tickets accurately
• Support printer services and peripheral setup as needed
• May occasionally lift and move equipment up to 50 lbs

• 1-2 years of IT support, help desk, or customer-facing technical experience (internships and coursework count)
• Demonstrated ability to provide exceptional customer service - especially in high-stress or time-sensitive situations
• Familiarity with Microsoft 365 suite and cloud-based environments
• Basic understanding of networking concepts (DNS, DHCP, TCP/IP, VPN)
• Strong written and verbal communication skills
• Positive attitude, eagerness to learn, and ability to multitask in an agile environment

Preferred:

• Experience with Microsoft Intune or other MDM/EMM platforms
• Familiarity with Azure Active Directory / Entra ID for user and device management
• Experience supporting BYOD environments and mobile device management
• Hands-on experience with a ticketing system (ZenDesk, ServiceNow, Jira Service Management, etc.)
• CompTIA A+, Microsoft 365 Fundamentals (MS-900), or similar certification (or in progress)

Education:

• Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field preferred - or equivalent hands-on experience

Security Requirements

• Must be a U.S. Citizen
• Ability to obtain and maintain a U.S. Government security clearance
• Subject to background investigation, drug screening, and credit check upon offer of employment

Three Saints Bay, LLC and its subsidiaries offer a team-oriented working environment and the opportunity to work with exceptional, dedicated industry professionals. We offer our employees a comprehensive benefits package and the opportunity to take part in exciting projects with government and commercial clients, both domestic and international.