Help Desk Specialist

Job DescriptionJob DescriptionPosition: Help Desk SpecialistLocation: Washington, DC (onsite)Clearance: Public TrustAbout Us: MirLogic Solutions Corporation is a small business founded in 2008 and located in Alexandria, Virginia. MirLogic brings more than 30 years of multidisciplinary IT experience, technical expertise, and genuine leadership to each project. We are committed to our clients' successes, and we work closely with each client throughout the life of a project. Our dedication enables us to focus on our clients needs and deliver innovative IT solutions that truly address the challenges they face. MirLogic draws on the significant experience of highly skilled management and information technology consultants who can provide organizations with the ability to grow, adapt, and transform to the target state. At MirLogic, we offer Medical, Dental, Paid Time off, Holiday pay, Short- and Long-Term Disability, Life Insurance, 401K, and a Commuter Expense. Duties and Responsibilities: Tier I/II End-User Support:Provide timely and professional help desk support via in-person, phone, remote, and email communication for desktops, laptops, tablets, mobile devices, and printers.Resolve or escalate service tickets related to hardware, operating systems, and software applications including Microsoft Office 365, VPNs, and agency-specific tools.Incident Management & Troubleshooting:Diagnose and resolve technical issues using a formal ticketing system; escalate unresolved issues to appropriate Tier III or engineering staff.Troubleshoot and support operating systems, application errors, user account issues, and network connectivity problems.Perform preventive maintenance, configuration updates, and routine hardware/software diagnostics.User Support & Device Configuration:Deploy, configure, and maintain desktop/laptop/mobile devices according to USAB standards and ensure alignment with baseline configurations.Assist users with system access, remote connectivity, software installation, and peripheral device setup.Provide walk-up/desk-side assistance during core operating hours (7:00 AM-6:00 PM ET) and offer on-call support for VIP/end-user urgent issues.Section 508 Accessibility Support:Provide user support for Section 508-compliant software and peripherals.Assist users with accessibility tools and ensure supported hardware/software meets accessibility standards.Documentation & Reporting:Maintain accurate records of hardware assignments and help desk activity.Support the development and maintenance of standard operating procedures (SOPs), FAQs, and troubleshooting guides.Assist in maintaining the Emergency Contact List and the Government Furnished Equipment (GFE) Report.Conference Room and AV Support:Provide technical support for video conferencing and teleconferencing systems across two conference rooms (up to 60 attendees).Set up and troubleshoot audio-visual equipment and coordinate with vendors for hardware issues when necessary.Experience: Associates or Bachelors degree in Information Technology, Computer Science, or a related field preferred. Equivalent work experience is acceptable.3-5 years of hands-on experience in a help desk Tier I/II role, preferably in a federal or enterprise environment.Experience supporting Windows OS, Microsoft 365 applications, and a variety of endpoint devices.CompTIA A+, Network+, or Security+ preferred.Section 508 Trusted TesterSkills: Strong leadership skills and demonstrated ability to achieve results through people, teams, vendors, and across an organization.Proficiency with help desk ticketing systems and remote desktop support tools.Strong understanding of networking fundamentals (IP, DNS, DHCP), antivirus software, and VPNs.Familiarity with mobile device support and management (iOS, Android, Intune preferred).Working knowledge of Section 508 and accessibility support tools.

Created: 2025-05-01