IT Helpdesk Support Specialist - Onsite

*** no c2c * *** W2 only; Web cam interviewOnsite***

Job Description:

Contract-to-hire placement of an IT operations and support professional, with intent to convert to a full-time state position upon successful completion of the contract period. The role provides front-line technical and customer service support to agency staff in a formal financial environment, resolving routine issues, escalating complex problems, and supporting day-to-day IT operations and initiatives under supervision.

Daily Duties / Responsibilities:

• Serve as the first point of contact for staff seeking IT assistance by phone, email, or in person.

• Aim to deliver consistent, high-touch support with a focus on first-response resolution.

• Troubleshoot and resolve routine issues with desktops, laptops, mobile devices, printers, and standard software applications.

• Escalate complex problems to senior IT staff or managed service providers while keeping users informed.

• Process account setup, password resets, and access requests in line with agency policies and security standards.

• Manage security and distribution group membership in line with agency access policies.

• Perform post-maintenance testing after managed service provider maintenance windows and report issues.

• Open, track, and follow up on tickets with managed service providers through resolution.

• Document requests, resolutions, and user feedback in the agency's ticketing system.

• Educate users on IT best practices, system usage, and agency technology guidelines.

• Support IT initiatives and projects under supervision, such as equipment rollouts and software updates.

• Perform occasional break/fix and hardware support, including diagnosing, repairing, or replacing desktops, laptops, peripherals, and mobile devices, and coordinating warranty or vendor repairs.

• Maintain IT asset inventory, including tracking equipment assignment, receipt, deployment, and retirement, and keep inventory records accurate and audit-ready

• Maintain strict confidentiality and security when handling sensitive financial and accounting data.

• Monitor and perform occasional rotating after-hours work to address incidents, support system maintenance, and meet deadlines.

Required Skills :

• 2+ years of help desk or IT support experience

• Working knowledge of Windows operating systems, Microsoft Office/Microsoft 365, and general IT support practices

Preferred Skills :

• Experience in a customer-facing role (IT, banking, finance, or another professional service industry)

• Experience with help desk software and ticketing systems

• Exposure to Active Directory, Microsoft Entra ID, and Intune for account and device management

• Experience working with managed service providers or submitting and tracking vendor tickets

Additional Skills

Patience, empathy, and professionalism with all users; clear verbal and written communication; curiosity and resourcefulness in problem-solving, with sound judgment on when to escalate. Candidates must be able to pass a background and credit check prior to start. Commitment to integrity, confidentiality, and attention to detail in a government and financial services setting. Ability to prioritize, stay organized, and remain calm under pressure. Ability to build professional relationships and manage user expectations in a formal, fast-paced environment. Strong customer service skills, with the ability to explain technical concepts in simple terms

Required Education

Bachelor's degree in Information Technology, Computer Science, or a related technical field; equivalent work experience in information technology or information security may be considered.

Preferred Certifications

• CompTIA A+

• ITIL Foundation

• Microsoft Certified Fundamentals (e.g., Microsoft 365)