Experienced Help Desk Specialist - Enterprise Network #1899218

NDi is seeking a customer-focused Help Desk Specialist to provide technical support to users in a large enterprise IT environment. This position serves as a primary point of contact for users experiencing technical issues and is responsible for troubleshooting common hardware, software, account, access, and connectivity problems., * Provide Tier 1 technical support for hardware, software, account, access, and connectivity issues.

• Receive, document, troubleshoot, and resolve incidents and service requests.
• Troubleshoot Windows workstations, Microsoft 365 applications, user accounts, printers, and common desktop applications.
• Assist users with password resets, authentication, access, and basic device issues.
• Accurately document incidents, troubleshooting steps, and resolutions within the IT service management system.
• Resolve incidents at the Tier 1 level whenever possible and appropriately escalate more complex issues.
• Maintain clear and professional communication with users throughout the ticket lifecycle.
• Follow established incident management, request fulfillment, security, and escalation procedures.
• Support onboarding and offboarding activities as required.
• Contribute to knowledge articles, troubleshooting procedures, and other Service Desk documentation.
• Meet established standards for responsiveness, ticket quality, customer service, and resolution.

The ideal candidate will combine strong technical troubleshooting skills with excellent customer service and communication skills., * U.S. Citizenship is required

• Must be able to obtain a Public Trust clearance
• This position requires working onsite in Washington D.C., 5 days per week, * Bachelor’s degree in Computer Science, Information Systems, Information Technology, or a related technical discipline
• Minimum of 3 years of relevant IT support, Help Desk, Service Desk, or end-user support experience.
• Experience providing technical support in a Windows-based enterprise environment.
• Experience supporting Microsoft 365 applications and services.
• Experience troubleshooting user accounts, desktop applications, hardware, printers, and basic connectivity issues.
• Experience using an enterprise ticketing or IT service management system.
• Strong customer service, communication, and interpersonal skills.
• Ability to communicate technical information effectively to nontechnical users.
• Strong documentation, organization, and follow-through skills.
• Ability to work effectively within established incident-management and escalation processes.

Preferred Qualification & Skills:

• CompTIA A+, Network+, or Security+ certification. Candidates must possess or be able to obtain an approved technical certification within six months of beginning work on the program.
• Experience with Active Directory and identity/access management.
• Experience with Microsoft Entra ID and multifactor authentication.
• Experience using BMC Remedy or a comparable ITSM platform.
• Familiarity with ITIL-based Service Desk practices.
• Previous experience supporting users in a federal government or other regulated environment.

Technical Skills:

• Experience providing technical support in a Windows-based enterprise environment.
• Experience supporting Microsoft 365 applications and services.
• Experience troubleshooting user accounts, desktop applications, hardware, printers, and basic connectivity issues.
• Experience using an enterprise ticketing or IT service management system.

Network Designs, Inc. (NDi) is a leading Federal contractor that specializes in designing, developing, and delivering information technology and network solutions for government customers. Founded in 1985, NDi’s firmly defined core values have driven all aspects of the business, which have been paramount to our company’s success and the establishment of an enjoyable workplace atmosphere. At NDi, we believe that our people are the cornerstone of our success, and we value collaboration, career growth, and winning ideas. Military Veterans Encouraged to Apply., At NDi, we value our team and are committed to retaining top talent by offering competitive benefits and compensation packages. Our employee benefits package includes comprehensive health, dental, vision, pet, and legal insurance. Our corporate benefits include 401(k) retirement matching, paid leave, paid holidays, and health and wellness programs. In addition, we provide employer-paid life and disability insurance, professional development, education benefits, and much more to ensure our team has the resources they need to thrive on and off the job.