Job Description
Join CapitolTech Solutions as a Senior Help Desk Support Specialist and become the backbone of our dynamic IT infrastructure. We're seeking a tech-savvy professional to deliver exceptional technical support to federal clients in Washington, DC. This premium role offers competitive compensation, comprehensive benefits, and opportunities for rapid career advancement in the heart of the nation's capital.
Responsibilities
- Provide Tier 2-3 technical support for 500+ federal employees across Windows/macOS environments
- Resolve complex hardware/software issues including Active Directory, VPN, and cloud applications
- Implement ITIL best practices for incident management and service request fulfillment
- Collaborate with network and security teams on enterprise-wide projects
- Document technical procedures and create knowledge base articles
- Mentor junior support staff and conduct quarterly training sessions
Qualifications
- 5+ years of enterprise-level help desk experience with federal/government clients
- Expert-level certifications: CompTIA A+, Network+, and Microsoft 365 Certified
- Proficiency in SCCM, Intune, and Jira service desk platforms
- Strong background in cybersecurity protocols and compliance frameworks
- Exceptional communication skills with ability to translate technical concepts to non-technical stakeholders
- Ability to work rotating on-call shifts and maintain 24/7 SLA compliance