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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Helpdesk Support Specialist - **Company:** Tripoint Solutions - **Location:** Washington, DC, United States - **Experience:** Starter - **Contract:** Permanent contract - **Skills:** Active Directory, Software Applications, VoIP, Microsoft Management Console, Imaging Technology, Issue Tracking Systems, Interaction Design, Network Troubleshooting, Cloud Services, Remote Service Software, Virtualization Technology, Computer Equipment, Information Technology - **Published:** July 17, 2026 - **Apply:** https://www.clearancejobs.com/jobs/9036284/helpdesk-support-specialist ## About the Role * 1-3 years of helpdesk or service desk experience in an enterprise or government environment. * CompTIA A+, Network+, Security+, or equivalent certifications. * Experience with ticketing systems, incident lifecycle management, and remote support tools. * Hands-on experience with desktop/laptop hardware, printers/MFDs, mobile devices, VTC systems, and VOIP phones. * Knowledge of Active Directory user and computer management. * Familiarity with LAN/WAN basics and troubleshooting techniques. * Strong customer service, communication, and documentation skills. * Excellent problem-solving skills and the ability to communicate technical information clearly to non-technical users. * Ability to work on-site and support assigned shifts and rotating weekends. * Must meet eligibility requirements for government background screening., * Experience supporting government agencies or regulated IT environments. * Familiarity with imaging systems or enterprise deployment platforms * Familiarity with virtualization technologies and cloud-based services. * Knowledge of cybersecurity best practices and endpoint protection solutions. * ITIL Foundation certification or knowledge of ITIL-based processes Physical Requirements * Must be able to lift and move equipment up to 40 lbs. * Ability to travel between facilities within the DC area as needed for support. * Ability to perform on-site duties across designated shifts. ## Description We are seeking a highly motivated Helpdesk Support Specialist to provide Level 1 and Level 2 technical support in a fast-paced, enterprise environment. This is an on-site position in Washington, DC, supporting end users through a government-furnished ticketing system that tracks, monitors, and prioritizes service requests and IT-related projects. The ideal candidate is customer-focused, detail-oriented, and skilled in troubleshooting a wide range of IT systems and end-user technologies., * Respond to and resolve escalated technical support requests related to hardware, software, and network issues. * Perform in-depth troubleshooting and diagnostics to identify root causes of technical problems. * Collaborate with Tier I support and other IT teams to ensure seamless issue resolution and knowledge sharing. * Maintain accurate records of support activities, solutions, and user interactions in the ticketing system. * Assist in the deployment, configuration, and maintenance of IT equipment and software applications. * Provide guidance and training to Tier I technicians to enhance their problem-solving capabilities. * Participate in the development and implementation of helpdesk policies, procedures, and best practices. * Escalate unresolved issues to higher-level support or vendors as appropriate while ensuring timely follow-up. ## Related Videos - [MCP Mashups: How AI Agents are Reviving the Programmable Web](https://www.wearedevelopers.com/videos/1392-mcp-mashups-how-ai-agents-are-reviving-the-programmable-web) - [Leverage Cloud Computing Benefits with Serverless Multi-Cloud ML ](https://www.wearedevelopers.com/videos/78-leverage-cloud-computing-benefits-with-serverless-multi-cloud-ml) - [Getting under the skin: The Social Engineering techniques](https://www.wearedevelopers.com/videos/38-getting-under-the-skin-the-social-engineering-techniques) - [Applying Agile Principles to Incident Management ](https://www.wearedevelopers.com/videos/101-applying-agile-principles-to-incident-management) - [ZEISS & Microsoft - Building the Next Generation Medical Ecosystem in the Cloud](https://www.wearedevelopers.com/videos/424-zeiss-microsoft-building-the-next-generation-medical-ecosystem-in-the-cloud) - [Fault Tolerance and Consistency at Scale: Harnessing the Power of Distributed SQL Databases](https://www.wearedevelopers.com/videos/1146-fault-tolerance-and-consistency-at-scale-harnessing-the-power-of-distributed-sql-databases) ## Related Articles - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs) - [Remote Work: Best Practices for Developers](https://www.wearedevelopers.com/magazine/315-remote-work-best-practices-for-developers) - [System change: restart as developer?](https://www.wearedevelopers.com/magazine/39-system-change-restart-as-developer) - [How to land a developer job in Amsterdam](https://www.wearedevelopers.com/magazine/36-how-to-land-a-developer-job-in-amsterdam) - [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)