IT Help Desk Technician (Bethesda)

Help Desk Technician

Position Overview The Help Desk Technician provides on-site technical support for end users at a secure government healthcare facility in Bethesda, Maryland. This role delivers Tier 12 troubleshooting for hardware, software, and network issues while maintaining a high standard of customer service. The position supports daily IT operations, ensures compliance with applicable security guidelines, and coordinates with higher-tier support teams for complex issues.

Key Responsibilities

• Respond to service requests, incidents, and inquiries in person, by phone, or via a ticketing system.
• Troubleshoot and resolve issues involving desktops, laptops, printers, and other approved devices.
• Perform hardware and software installations, upgrades, and configuration changes.
• Assist with workstation imaging, deployment, and user data migration.
• Ensure all end-user devices are maintained in compliance with established security baselines and configuration standards.
• Escalate complex or unresolved issues to higher-level technical support teams as needed.
• Maintain accurate documentation of support activities, resolutions, and asset inventory updates.
• Provide guidance to users on the proper operation of systems and software.