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# Help Desk Support Technician

- **Company:** MELE Associates, Inc.
- **Location:** Rockville, MD, United States
- **Salary:** $45,760.0 - $54,080.0
- **Contract:** Permanent contract
- **Skills:** Multitier Architecture, Active Directory, Adobe Creative Cloud, Antivirus Softwares, Computer Networks, System Configuration, Desktop Computing, Multi-Factor Authentication, Instant Messaging Technology, Virtual Desktops, NT File System (NTFS), User Provisioning Software, Windows Desktop, Data Logging, Internet Protocol Telephony, Office365, Peripherals, Computer Equipment, Laptops
- **Published:** October 3, 2026
- **Apply:** https://www.clearancejobs.com/jobs/9214980/help-desk-support-technician

## About the Role

* Education: High School Diploma or GED.
 * Experience: 1+ years of IT help desk, desktop support, or customer-facing technical support experience.
 * Software & OS Proficiency: Hands-on experience supporting Windows desktop OS, Office 365 applications, Adobe products, MFA solutions, antivirus tools, and virtual desktop environments.
 * Hardware & Mobility: Experience configuring, deploying, and troubleshooting PC hardware, monitors, network printers/scanners, and mobile devices (iOS/Android).
 * Physical Requirement: Ability to lift and carry equipment up to 50 lbs.
 * Core Competencies: Strong analytical troubleshooting skills, clear written and verbal communication, and the ability to manage competing priorities in a fast-paced environment., * CompTIA A+ Certification (Core 1 & Core 2).
 * Familiarity with Active Directory administration (user provisioning, password resets, security groups, NTFS permissions, and drive/printer mappings).
 * Hands-on experience with enterprise ticketing platforms.

LOCATION: This position is full-time and on-site in Rockville, MD.

## Description

MELE Associates, Inc. is seeking a motivated, customer-focused Help Desk Technician to provide technical support and troubleshooting services to our on-site and remote personnel. Serving as the primary point of contact via phone, email, and instant messaging, you will deliver responsive Tier I/II support, resolve technical issues within established service level agreements (SLAs), and uphold our high customer service standard., * Incident Management & Technical Support: Serve as the first point of contact to troubleshoot and resolve Tier I and Tier II incidents across desktops, laptops, mobile devices, network printers, VoIP systems, and peripherals.

 * Ticketing & SLA Adherence: Manage the full lifecycle of support tickets -logging, categorizing, updating with comprehensive technical documentation, escalating when appropriate, and verifying resolution with end users.
 * VIP & Executive Support: Deliver priority technical assistance and transparent status communication for executive/VIP personnel, coordinating with team leadership when specialized resources are required.
 * Documentation & Knowledge Sharing: Author and maintain Standard Operating Procedures (SOPs), knowledge base articles, and as-built diagrams to streamline team troubleshooting and eliminate redundant research.
 * Project Support & Collaboration: Participate in weekly team meetings, rapid-turnaround IT modernization projects, and rotating after-hours on-call support as needed.