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# Experienced Help Desk Specialist - Enterprise Network #1899218

- **Company:** The Job Network
- **Location:** Washington, DC, United States
- **Experience:** Experienced
- **Contract:** Permanent contract
- **Skills:** Microsoft Windows, Active Directory, Software Applications, User Authentication, Information Systems, Computer Networks, Common Desktop Environments, Multi-Factor Authentication, Identity and Access Management, Azure Active Directory, Connectivity Problems, Office365, Information Technology, User Accounts
- **Published:** November 14, 2026
- **Apply:** https://www.dice.com/job-detail/912f9a35-08dd-44ea-8355-93550e838da5

## About the Role

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.

## Description

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.