Connsci is seeking a Sr. IT Help Desk Specialist to provide Tier I through Tier III end-user support for a federal agency. This position serves as a senior technical resource within the IT Customer Support Services team, resolving complex end-user issues, supporting enterprise technologies, and helping maintain reliable IT operations across headquarters and remote locations.
In this role you can expect to:- Serve as the senior technical resource for Tier I-III IT incidents and service requests received through ticketing platform, telephone, email, walk-up, and remote support channels.
- Monitor, prioritize, assign, troubleshoot, and resolve incidents and service requests while meeting Government Service Level Agreements (SLAs).
- Diagnose and resolve hardware, software, operating system, endpoint, and peripheral issues affecting desktops, laptops, mobile devices, printers, scanners, docking stations, webcams, smart card readers, and related equipment.
- Support Microsoft 365 applications including Outlook, Word, Excel, PowerPoint, Teams, OneDrive, and SharePoint, along with Windows operating systems and approved enterprise software.
- Administer user accounts through Active Directory and Microsoft Entra ID, including account provisioning, password resets, multifactor authentication (MFA), security groups, distribution lists, and access requests.
- Troubleshoot wired and wireless networking, VPN connectivity, remote access solutions, and secure endpoint connectivity.
- Configure and support Microsoft Teams Rooms, Video Teleconferencing (VTC) systems, conference room technologies, and audiovisual equipment.
- Escalate complex technical issues to infrastructure, engineering, or application support teams.
- Develop and maintain standard operating procedures (SOPs)to improve First Call Resolution (FCR) and knowledge sharing.
- Support workstation refresh projects, software deployments, and post-implementation support activities.
- Provide onsite and remote technical support to headquarters, field offices, and remote personnel.
- Assist with endpoint compliance and reporting suspected cybersecurity incidents.
- Support IT asset management by maintaining inventory accuracy and assisting with technology lifecycle management.
- Deliver guidance on Microsoft 365, cybersecurity best practices, enterprise applications, and standard IT services.
- Identify opportunities to improve Service Desk operations.
Basic Qualifications:- High school diploma or equivalent required
- Minimum of 5 years of experience supporting IT Service Desk or Help Desk operations.
- CompTIA Security+, CompTIA A+, or equivalent certification.
- At least 1 year of experience with an IT Service Management/ticketing system such as ServiceNow.
- Knowledge of Microsoft 365, Windows OS, and Active Directory / Entra ID user administration.
- Current Top Secret, DOE Q, or Public Trust High Risk Tier 4 clearance
Preferred Qualifications:- Bachelor's degree
- Familiarity with VPN, remote access technologies, and mobile device management platforms.
- Experience supporting conference room technology or VTC systems.
- Knowledge of IT asset management and device lifecycle processes.
At this time, Connsci will not sponsor a new applicant for employment authorization for this position.
