IT Help Desk Technician

Arlo Solutions

IT Help Desk Technician providing technical support to staff and federal clients in a hybrid work model. Assist with hardware, software, and network-related issues effectively.

Posted 5/1/2026full-timeWashington • District of Columbia, Washington • 🇺🇸 United StatesJuniorWebsite

Tech Stack

Tools & technologies

Cyber SecurityDNSITSMServiceNowTCP/IP

About the role

Key responsibilities & impact

Serve as the first point of contact (Tier 1/) for all IT support requests submitted via phone, email, or ticketing system.
Diagnose and resolve hardware, software, network, and peripheral issues in a timely and professional manner.
Escalate complex or unresolved issues to senior IT staff with thorough documentation of troubleshooting steps taken.
Support remote and on-site users across Windows and potentially Mac environments.
Create, manage, track, and close help desk tickets using the organization's ITSM platform (e.g., ServiceNow, Jira, or equivalent).
Maintain accurate and thorough records of all incidents, service requests, and resolutions.
Contribute to and maintain the internal IT knowledge base and standard operating procedures (SOPs).
Assist with user account and device provisioning, modifications, and deprovisioning in Active Directory and Microsoft 365.
Support employee onboarding and offboarding processes from an IT perspective.
Perform software installations, updates, patches, and configuration on end-user devices.
Assist in managing hardware inventory including laptops, desktops, monitors, and peripherals.
Follow and enforce IT security policies in alignment with government contracting requirements.
Assist with basic cybersecurity tasks including password resets, MFA enrollment, and phishing incident reporting.
Deliver high-quality, professional customer service to all end users — including federal client personnel.
Communicate technical concepts clearly and effectively to non-technical staff.
Maintain a positive, solutions-oriented attitude under pressure and during high-volume ticket periods.

Requirements

What you’ll need

1–2 years of experience in an IT help desk, technical support, or desktop support role.
Familiarity with Windows 10/11 operating systems and Microsoft 365 applications (Outlook, Teams, SharePoint, OneDrive).
Basic understanding of networking concepts including TCP/IP, DNS, DHCP, and VPN.
Experience using or willingness to learn ticketing and ITSM platforms (ServiceNow, Jira, Freshdesk, or equivalent).
Strong troubleshooting skills with the ability to independently diagnose and resolve common hardware and software issues.
Excellent verbal and written communication skills with a customer-first mindset.
Ability to work independently in a hybrid environment and manage multiple open tickets simultaneously.
U.S. Citizenship required (position supports federal government clients).

Benefits

Comp & perks

Professional development opportunities
Flexible working arrangements

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

hardware troubleshootingsoftware troubleshootingnetwork troubleshootingActive DirectoryMicrosoft 365Windows 10Windows 11networking conceptsITSM platformscybersecurity tasks

Soft Skills

customer servicecommunication skillstroubleshooting skillsindependent worksolutions-oriented attitudetime managementdocumentation skillsteam collaborationadaptabilityprofessionalism