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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Help Desk Specialist - **Company:** Cellentia Information Technology Company - **Location:** Washington, DC, United States - **Salary:** $54,413.0 - $65,541.0 - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Active Directory, Amazon Web Services, Apple Mac Systems, Application Performance Management, JIRA, Cloud Computing, Configuration Management, CompTIA Security+, Cyber Security, Computer Networks, Microsoft Management Console, Desktop Computing, Linux, Domain Name System (DNS), Multi-Factor Authentication, Monitoring of Systems, Identity and Access Management, Virtual Private Networks (VPN), Network Troubleshooting, Automation of Marketing, Microsoft Office, System Center Configuration Manager, Windows Servers, Network Connections, Network Administration, Pattern Recognition, Azure Active Directory, Zero Trust Network Access, Server Administration, TCP/IP, Transmission Control Protocol (TCP), Wide Area Networks, Enterprise Software Applications, Computer Network Operations, Delivery Pipeline, Software Troubleshooting, Peripherals, Firewalls (Computer Science), Microsoft InTune, Computer Equipment, Information Technology, Patch Management, Casper Suite, Laptops, Event Viewer, Cisco, User Administration, Servicenow, User Accounts - **Published:** July 8, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=e0991fcc89f7eb76 ## About the Role * Proven experience in technical support or IT support roles with a strong understanding of computer hardware and operating systems including Windows and macOS * Knowledge of computer networking concepts such as TCP/IP protocols, DNS management, LAN/WAN architecture, VPNs, firewalls, TCP ports, and network administration tools like Meraki or Cisco equipment * Familiarity with Active Directory management for user account provisioning and GPO (Group Policy Object) configurations * Experience troubleshooting software issues across various platforms including Microsoft Office applications and enterprise software solutions * Ability to diagnose hardware problems related to desktops, laptops, mobile devices, printers, and peripherals effectively * Strong communication skills with a customer-centric approach to problem-solving in help desk environments using tools like ServiceNow or Jira * Analytical mindset capable of identifying patterns in recurring issues to improve overall system performance * Certifications such as CompTIA A+, Network+, Microsoft Certified IT Professional (MCITP), or similar are preferred. * Must be able to provide enterprise-level administration and support for macOS and Windows operating systems, including imaging, deployment, configuration management, and adherence to organizational security baselines. * Experience utilizing and supporting endpoint management and automation platforms such as Ivanti, KACE, Microsoft Intune, and JAMF to deploy software, manage devices, enforce policies,and streamline routine tasks. * The ability to manage and troubleshoot identity and access management services, including Microsoft Entra ID/Active Directory, multi-factor authentication (MFA), role-based access controls, and AWS-integrated identity solutions. * The ability to diagnose and resolve authentication, connectivity, and endpoint performance issues by analyzing system logs, Event Viewer data, macOS Console diagnostics, and other relevant monitoring tools. * The ability to coordinate cross-team incident response activities by working closely with the Service Desk, Network Operations, and Cybersecurity teams to ensure timely investigation,escalation, and remediation of technical issues. * A strong understanding of advanced system administration including patch management, baseline configuration, automated imaging processes, and the ability to troubleshoot and improve endpoint deployment workflows. * A strong understanding of cloud and hybrid environment management, with specific experience supporting AWS-hosted resources, identity services, and integrations between on-premises and cloud-based infrastructures. * A strong understanding of Zero Trust security principles, ensuring all endpoint, user, and network interactions follow the organization's security, compliance, and configuration standards.Preferred Certifications o CompTIA Security+ o Microsoft Certified: Endpoint Administrator Associate (or equivalent) o Apple Certified IT Professional o AWS Certified Cloud Practitioner (or higher-level AWS certification) o ITIL Foundation or equivalent certification in service management o Certified SysOps Administrator - Associate Preferred Education Bachelor's degree in information technology, Computer Science, or a closely related field. ## Description Join our dynamic IT support team as a Help Desk Specialist and become the first point of contact for technical assistance within our organization! This energetic role empowers you to troubleshoot, resolve, and escalate a wide range of hardware, software, and network issues, ensuring our staff stays productive and connected. You'll play a vital role in maintaining our IT infrastructure, supporting end-users with exceptional customer service, and contributing to a seamless technological environment. If you thrive in fast-paced settings and enjoy solving complex problems with enthusiasm, this is the perfect opportunity to elevate your IT career!, * Provide technical support to end-users via phone, email, and remote tools, addressing issues related to hardware, software, and network connectivity * Troubleshoot equipment problems including computers, mobile devices, printers, and peripherals to restore optimal operation quickly * Assist with software troubleshooting across operating systems such as Windows, macOS, and Linux, ensuring smooth application performance * Manage user accounts and permissions using Active Directory and other identity management tools * Support network troubleshooting efforts involving LAN/WAN connections, TCP/IP configurations, DNS settings, VPN access, firewalls, and Meraki devices * Maintain customer support ticket systems like ServiceNow or BMC Remedy by documenting issues clearly and tracking resolution progress * Collaborate with IT teams on infrastructure maintenance tasks including computer management via SCCM or GPO policies and server administration for Windows Server environments * Conduct analysis of recurring issues to identify root causes and recommend improvements for better system stability * Assist in managing IT assets such as hardware inventory updates and deployment using tools like Jira or other asset management platforms, Join us as a Help Desk Specialist where your technical expertise fuels our organization's success! Bring your passion for technology and customer service to a role that challenges you daily while offering opportunities for growth in a vibrant team environment. ## Related Videos - [How Cisco embraced a DevOps culture within its network engineering team](https://www.wearedevelopers.com/videos/99-how-cisco-embraced-a-devops-culture-within-its-network-engineering-team) - [What makes Cybersecurity different for critical infrastructure?](https://www.wearedevelopers.com/videos/571-what-makes-cybersecurity-different-for-critical-infrastructure) - [Collaboration Quantified: Lessons from Open Source Developer Networks](https://www.wearedevelopers.com/videos/1422-collaboration-quantified-lessons-from-open-source-developer-networks) - [Docker network without Docker](https://www.wearedevelopers.com/videos/1418-docker-network-without-docker) - [Integrate your Cognitive Assistant with 3rd-party DBs and software](https://www.wearedevelopers.com/videos/249-integrate-your-cognitive-assistant-with-3rd-party-dbs-and-software) - [Computer Vision from the Edge to the Cloud done easy](https://www.wearedevelopers.com/videos/263-computer-vision-from-the-edge-to-the-cloud-done-easy) ## Related Articles - [Best Paying Jobs in Technology](https://www.wearedevelopers.com/magazine/256-best-paying-jobs-in-technology) - [What Are The Top Skills Required For Azure Developers?](https://www.wearedevelopers.com/magazine/77-what-are-the-top-skills-required-for-azure-developers) - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market) - [Highest Paying Tech Companies for Developers](https://www.wearedevelopers.com/magazine/220-highest-paying-tech-companies-for-developers) - [What’s the Difference between a Junior, Mid, and Senior Developer?](https://www.wearedevelopers.com/magazine/238-what-s-the-difference-between-a-junior-mid-and-senior-developer) - [Is Software Engineering Over-Saturated?](https://www.wearedevelopers.com/magazine/418-is-software-engineering-over-saturated)