What are the responsibilities and job description for the Help Desk Specialist position at FTS, Inc.?
Job Title:
Help Desk Specialist
Location:
Washington, DC (On-site)
Full-Time
Position Summary:
FTS is seeking a detail-oriented and customer-focused Help Desk Specialist to provide technical support and assistance to end users across the organization. This individual will serve as the first point of contact for resolving IT-related issues, including hardware, software, networking, and system access. The ideal candidate has strong troubleshooting skills, excellent communication, and a proactive attitude toward resolving issues efficiently.
Key Responsibilities:
- Respond to help desk tickets, phone calls, and emails to assist users with technical support needs.
- Troubleshoot and resolve issues related to desktops, laptops, printers, phones, software applications, and system access.
- Provide support for Microsoft Office 365, Windows 10/11, and common business applications.
- Assist with password resets, user account setup, and Active Directory administration.
- Escalate unresolved issues to higher-level support or IT staff when necessary.
- Log, track, and document issues and resolutions in the help desk ticketing system.
- Maintain and update knowledge base articles and user support documentation.
- Support basic network troubleshooting, including connectivity and VPN issues.
- Install and configure hardware and software for new and existing users.
- Assist with IT onboarding for new employees, including workstation setup and orientation.
Qualifications:
- 1–5 years of experience in an IT help desk or technical support role.
- Strong understanding of Windows operating systems, Microsoft Office Suite, and basic networking concepts.
- Familiarity with ticketing systems (e.g., ServiceNow, Zendesk, Freshdesk).
- 1–5 years of experience with Active Directory and Office 365 administration is a plus.
- Excellent communication and interpersonal skills.
- Strong problem-solving ability and attention to detail.
- Ability to prioritize and manage multiple tasks in a fast-paced environment.
- Bachelors degree in IT or a related field preferred; relevant certifications (e.g., CompTIA A , Microsoft) are a plus.
Salary : $60,000 - $72,000
