Senior Help Desk Technician
Washington, DC
Category: Support
Industry: Government
Reference ID: JN -062026-107554
Date Posted: 06/22/2026
Shortcut: http://careers.eliassen.com/yCcTri
Description:
On-site 5 days/week in Washington, DC
Our client seeks a Senior Help Desk Technician to deliver advanced frontline technical support across enterprise systems. The role supports end users with hardware, software, mobile devices, and cloud platforms while maintaining customer service quality and system reliability.
Due to federal security clearance requirements, applicant must be a United States Citizen or Permanent Resident with an active Public Trust clearance. This is a contract to hire opportunity. Applicants must be willing and able to work on a w2 basis and convert to FTE following contract duration. For our w2 consultants, we offer a great benefits package that includes Medical, Dental, and Vision benefits, 401k with company matching, and life insurance.
Rate: $28.00 to $32.00/hr. w2
Responsibilities:
- Provide Tier II/III support for M365/O365, Azure AD (Entra), Intune/Endpoint Manager, SharePoint, and VoIP (Poly phones).
- Troubleshoot MacOS, Windows, iOS, Android devices, and related cloud services.
- Perform root cause analysis across network, hardware, and software issues.
- Resolve complex technical issues and implement prevention measures.
- Deliver responsive, high-quality end-user support.
- Communicate status and resolution timelines to users.
- Provide training on Microsoft Office, SharePoint, Zoom, and mobile device tools.
- Manage user accounts, permissions, and access in Azure AD.
- Support M365/O365 and collaboration tools.
- Administer mobile devices via Intune/Endpoint Manager.
- Ensure compliance with organizational security standards.
- Track and resolve issues using Zendesk or similar systems.
- Document troubleshooting steps, solutions, and knowledge articles.
- Maintain accurate service records.
- Enforce cybersecurity best practices, including MFA and endpoint protection.
- Provide user guidance on security protocols.
Experience Requirements:
- 8+ years of experience in IT Help Desk or Technical Support.
- 2+ years administering M365/O365, Azure AD/Entra, Intune/Endpoint Manager, SharePoint, and SaaS platforms such as Zoom, Teams, and mFax.
- Experience supporting MacOS and Windows environments, and iOS and Android devices.
- Strong troubleshooting and root cause analysis experience.
- Experience with ticketing systems, preferably Zendesk.
- Excellent customer service and communication skills.
- Technical skills with M365 administration, Azure AD/Entra IAM, Intune MDM/MAM, device troubleshooting, VoIP systems (Poly), SaaS tools, and security camera systems (Axis preferred).
- At least one certification such as Microsoft Azure Fundamentals, Security/Identity Fundamentals, CompTIA A+ or Network+, Microsoft Modern Desktop Administrator, CISSP (preferred), ITIL Foundation, or Apple Certified Support Professional. Must be willing to recertify within 3 months if expired.
- Preferred experience with Poly VoIP, security cameras (Axis, Eagle Eye), Documo mFax, Everbridge, Zoom/ZoomGov, hybrid support environments, and customer support certifications such as HDI or ITIL.
Skills, experience, and other compensable factors will be considered when determining pay rate. The pay range provided in this posting reflects a W2 hourly rate; other employment options may be available that may result in pay outside of the provided range.
W2 employees of Eliassen Group who are regularly scheduled to work 30 or more hours per week are eligible for the following benefits: medical (choice of 3 plans), dental, vision, pre-tax accounts, other voluntary benefits including life and disability insurance, 401(k) with match, and sick time if required by law in the worked-in state/locality.
If anyone reaches out to you about an open position connected with Eliassen Group, please ensure that you are working directly with us by confirming the following:
· When you work with Eliassen Group, all email communication will come from an Eliassen.com address, never Gmail, Yahoo, etc.
· Eliassen Group will never ask you for personal information (home address, bank account, or check routing number) until you have worked with someone clearly associated with Eliassen Group.
If you have any indication of fraudulent activity, please contact fraud@eliassen.com.
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Eliassen Group is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status. Eliassen Group’s Affirmative Action Plan (AAP) is available for inspection by any employee or applicant for employment upon request, during normal business hours of Monday through Friday, 8:30am to 5:30pm EST. Interested persons should contact Phaedra Wells at pwells@eliassen.com for assistance. It is unlawful in Massachusetts and Maryland to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.
Applicants with disabilities that believe they require an accommodation or assistance with a position, please email our HR team at hradmin@eliassen.com. This email inbox is designed exclusively to assist job seekers whose disability prevents them from being able to apply online. Emails sent for other purposes will not receive a response.
Please be advised that a number of fraudulent job postings have been released under the Eliassen Group brand.
Unfortunately, fraudulent job postings can happen. If anyone reaches out to you about an open position connected with Eliassen Group, never provide personal or financial information to anyone who is not clearly associated with Eliassen Group
If anyone seemingly from Eliassen Group has ever requested this personal information in the past or does so in the future, please contact fraud@eliassen.com.
Please ensure that you are working directly with us by confirming the following:
- When you work with Eliassen Group, all email communication will come from an Eliassen.com address, never Gmail, Yahoo, etc.
- Eliassen Group will never ask you for personal information (home address, bank account, or check routing number) until you have worked with someone clearly associated with Eliassen Group, as indicated above