Help Desk Specialist

We are seeking highly capable Help Desk Specialist to support a large-scale Windows 11 endpoint reimaging program across multiple operational sites in the Washington, DC and Northern Virginia area. This is a hands-on, high-volume, customer-facing deployment role focused on deskside device pickup and return, manual user-data backup, SCCM-initiated imaging workflows, post-image validation, non-standard application reinstall and validation, local data restore, loaner-device turnaround, and disciplined documentation.Successful candidates must be comfortable working onsite in controlled-access environments, following detailed SOPs and checklists, engaging directly with end users, and maintaining strong first-pass quality while supporting an aggressive project completion timeline. This role is best suited for technicians who have already performed enterprise endpoint refresh, migration, or field deployment work at scale and who can operate with urgency, accuracy, and professionalism., * Perform full clean-image Windows 11 reimaging of laptops and desktops using client-provided images, tools, and procedures in an SCCM-based enterprise deployment environment.

• Conduct deskside pickup and return of end-user devices in accordance with booking, handoff, and return-to-service procedures.
• Complete manual user-data backup to approved locations prior to reimaging, including OneDrive and network-share backup steps as directed, and verify backup completion before device processing.
• Initiate and monitor SCCM imaging workflows; confirm successful completion of automated driver and BIOS steps; and perform post-image validation prior to return-to-service.
• Reinstall, configure, and validate required non-standard, licensed, and specialty applications; coordinate with designated client technical contacts when license keys, activation codes, or elevated access are required.
• Restore local data and remediate missing drivers or application issues after imaging as needed within technician-level scope.
• Issue, collect, wipe, and reimage loaner laptops between user assignments and maintain accurate loaner-tracking records.
• Complete pickup checklists, handoff forms, return-to-service checklists, employee sign-offs, scanned documentation, and required status updates in ServiceNow or other designated tracking systems.
• Perform basic functional testing, including network, Wi-Fi, internet, peripherals, and core application validation at handoff.
• Maintain high first-pass quality, minimize post-deployment rework, and support timely completion of assigned device volumes across multiple client sites.
• Support limited night, weekend, or after-hours work when required for selected devices, restricted-access environments, or operationally constrained work windows.
• Comply with all badging, security, confidentiality, access-control, and onsite conduct requirements.

• 3+ years of experience in enterprise desktop support, hardware refresh, endpoint deployment, imaging, migration, or field services required.
• Hands-on experience with Windows laptop/desktop imaging and post-build support in an enterprise environment; direct SCCM/MECM imaging or task-sequence experience is strongly preferred.
• Demonstrated experience performing user-data backup, application reinstall and validation, local data restore, and technician-level remediation after imaging or refresh events.
• Experience working within structured SOPs, checklists, ticketing systems, and documentation-heavy workflows with a high degree of accuracy.
• Strong end-user support skills, including deskside communication, device handoff, expectation setting, and professional issue resolution.
• Ability to manage multiple devices and priorities in a high-volume rollout environment while maintaining quality and timeliness.
• Ability and willingness to work full-time onsite and travel locally between project locations in Washington, DC and Northern Virginia as needed.
• Ability and willingness to support limited night, weekend, or after-hours work when required by device type, access restrictions, or operational windows.
• Ability to obtain and maintain required badges, proximity cards, and NDA/security compliance for controlled-access client facilities.
• Strong written and verbal communication skills, strong follow-through, and dependable attendance.

Preferred Qualifications

• 5+ years of enterprise desktop support, endpoint deployment, imaging, or Windows 10/11 refresh / migration experience is strongly preferred, including support for programs involving hundreds of endpoints.
• Experience with ServiceNow or similar ITSM / ticketing platforms.
• Experience with OneDrive, network-share, or other structured backup workflows used in enterprise endpoint migrations.
• Experience supporting Dell Latitude, OptiPlex, and Precision device families.
• Experience in airport, transportation, public-sector, public safety, or other security-sensitive / controlled-access environments.
• Experience supporting loaner-device logistics, chain-of-custody handling, and per-device documentation at scale.

Desired CertificationsThe following certifications are preferred but not required:

• CompTIA A+
• Microsoft 365 Certified: Endpoint Administrator Associate, or current Microsoft endpoint/device management equivalent
• HDI Desktop Support Technician (HDI-DST)
• ITIL Foundation

$25 - $32 an hour - Temporary, Full-time, Contract, Pulled from the full job description

• 401(k)
• 401(k) matching, Job Types: Full-time, Contract, Temporary

Pay: $25.00 - $32.00 per hour

Benefits:

• 401(k)
• 401(k) matching