Helpdesk Specialist
Omm IT Solutions
Full-time
On-site
Washington, Washington, United States
Helpdesk Support Positions
Please note:
This is 100% On-Site role in Washington DC
The Selected Candidate must be willing to work 5 Days Onsite.
Position Summary:
- The Helpdesk Specialist is the front line of technical support, resolving user issues, supporting devices, and ensuring endpoint security.
- This role also manages the setup and maintenance of meeting room tech, mobile devices, and user onboarding/offboarding.
Requirements
Key responsibilities:
- User Support:
- On-site, phone, and remote helpdesk services for all users, including white-glove VIP support
- Troubleshoot hardware (laptops, tablets, phones), MFDs, and software (M365, VPN, browsers)
- Mobile Device Support:
- Support and track 15+ mobile devices; manage upgrades and replacements
- Configure and secure phones/tablets using MDM (likely Intune)
- Security Enforcement:
- Apply security patches and update configurations on all endpoints
- Ensure AV protection and DLP settings are active on all devices
- Standardization & Imaging:
- Deploy standard disk images for workstations and mobile devices
- Maintain secure, documented baseline configurations
- AV & Conference Room Support:
- Set up conference room equipment for in-person and hybrid meetings (~4 annually)
- Troubleshoot AV software/hardware and coordinate repairs
- Backup, Documentation, and CM Support:
- Back up and restore user machines
- Assist with CM process and documentation as needed
- Collaborate with Program Manager and SysAdmin on asset deployments, patching schedules, and workstation backups.
- Document all issues and solutions using Client’s helpdesk ticketing software; escalate issues appropriately.
Required Qualifications:
- Minimum 5+ years of experience supporting enterprise helpdesk operations and cloud platforms (M365, AWS, Google).
- Expert in providing support on IT hardware/software and accurately tracks issues.
- Proficient in setup and maintenance of mobile devices, laptops, and tablets including inventory tracking.
- Strong experience with Windows imaging tools, Intune, mobile device management (MDM).
- Strong customer service and communication skills, especially for executive support.
- Familiarity with desktop security baselines and configuration hardening.