> Markdown version of [/jobs/ext/1501046-help-desk-specialist](https://www.wearedevelopers.com/jobs/ext/1501046-help-desk-specialist). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Help Desk Specialist - **Company:** Ecco - **Location:** Washington, DC, United States - **Experience:** Expert - **Salary:** $93,600.0 - $104,000.0 - **Contract:** Temporary contract - **Skills:** Microsoft Word, Microsoft Excel, Microsoft Windows, Microsoft Outlook, Information Systems, Desktop Computing, Interaction Design, Virtual Private Networks (VPN), Network Connections, Microsoft PowerPoint, Microsoft SharePoint, Software Engineering, Office365, Tablet Computers, Peripherals, Computer Equipment, Information Technology, Laptops, Servicenow - **Published:** July 30, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=09c11ed0038534b0 ## About the Role * U.S. Citizenship Required * Minimum 5 years of overall Information Technology experience. * At least 3 years of enterprise Help Desk or Service Desk support experience. * At least 2 years of desktop/laptop troubleshooting and operational support. * Hands-on experience with ServiceNow or a comparable ITSM platform. * Minimum 5 years supporting Microsoft Windows 10 and Windows 11 operating systems in an enterprise environment. * 3-5 years supporting Microsoft 365 applications (Outlook, Teams, Word, Excel, PowerPoint). * Experience supporting HP desktops, laptops, tablets, and common hardware peripherals. * Proven background in Level 1 networking and VPN troubleshooting for end users. * Experience supporting enterprise mobile devices, including iPhone and similar smartphones. * Excellent analytical, troubleshooting, and problem-solving skills, demonstrated under operational pressure. * Clear and effective written and verbal communication abilities with a strong customer service orientation. * Ability to document technical issues, solutions, and user interactions in compliance with standard procedures. * Reliable commitment to onsite work, including evenings, weekends, holidays, and required overtime. Qualifications: * Bachelor's degree in Information Systems, Computer Science, Information Technology, or a related technical field (preferred). * Experience supporting large enterprise or government IT environments is advantageous. * Prior roles serving as a Help Desk Lead, Shift Lead, or mentoring junior analysts strongly considered. * Familiarity with Microsoft SharePoint for documentation and collaboration is a plus. * Previous exposure to ITIL-based service management processes. * Experience working in highly regulated or security-focused settings is desired. ## Description As a Senior Help Desk / Desktop Support Analyst (Tier 1), you will provide vital frontline technical support within a large enterprise IT environment. This role focuses on delivering outstanding customer service, quickly resolving hardware and software issues, maintaining accurate documentation, and collaborating across internal technical teams. The successful candidate will excel in a fast-paced operational setting, respond efficiently to user needs, and uphold best practices in support and communications. Key duties include: * Provide Tier 1 Help Desk and desktop support for enterprise end users, ensuring high levels of customer satisfaction. * Respond to, troubleshoot, document, and resolve technical incidents via ServiceNow or a comparable IT Service Management (ITSM) platform. * Support Microsoft Windows 10 and Windows 11 desktop operating systems and related hardware, including HP desktops, laptops, tablets, and common peripherals. * Troubleshoot and support Microsoft 365 applications: Outlook, Teams, Word, Excel, and PowerPoint. * Diagnose and resolve issues with desktops, laptops, tablets, peripherals, and mobile devices (including iPhone and similar smartphones). * Perform Level 1 network connectivity and VPN troubleshooting for end users. * Document all incidents, steps taken, communications, and final resolutions accurately and in a timely manner as per operational procedures. * Escalate complex technical incidents to appropriate support teams when needed while maintaining ownership of customer updates and communications. * Follow established IT processes, service standards, and documentation best practices. * Collaborate with infrastructure, applications, and engineering teams to resolve multi-disciplinary technical issues. * Assist with maintaining knowledge bases and other operational documentation as required. * Participate in shift coverage for evenings, weekends, holidays, and overtime based on business requirements. * May serve as a Lead Analyst or provide guidance to other members of the support team as assigned. ## Related Videos - [Applying Agile Principles to Incident Management ](https://www.wearedevelopers.com/videos/101-applying-agile-principles-to-incident-management) - [Beyond the 9–5: Designing Work Around Humans](https://www.wearedevelopers.com/videos/1321-beyond-the-9-5-designing-work-around-humans) - [Agentic employees in world's most downloaded FinTech app](https://www.wearedevelopers.com/videos/100123-agentic-employees-in-world-s-most-downloaded-fintech-app) - [AI in Production: applied AI & enterprise use cases](https://www.wearedevelopers.com/videos/100130-ai-in-production-applied-ai-enterprise-use-cases) - [Synthetic Insiders: The New AI Risk to Your Org](https://www.wearedevelopers.com/videos/100057-synthetic-insiders-the-new-ai-risk-to-your-org) - [Psychological Safety in Software Engineering - Jenny-Margrethe Vej & Alexandra Hou Aldershaab](https://www.wearedevelopers.com/videos/2142-psychological-safety-in-software-engineering-jenny-margrethe-vej-alexandra-hou-aldershaab) ## Related Articles - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market) - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs) - [Best Companies to work for in London: Top 25 Companies in 2023](https://www.wearedevelopers.com/magazine/187-best-companies-to-work-for-in-london-top-25-companies-in-2023) - [Best Paying Jobs in Technology](https://www.wearedevelopers.com/magazine/256-best-paying-jobs-in-technology) - [A Guide to Green Tech and Green IT Careers](https://www.wearedevelopers.com/magazine/374-a-guide-to-green-tech-and-green-it-careers) - [Is Software Engineering Over-Saturated?](https://www.wearedevelopers.com/magazine/418-is-software-engineering-over-saturated)