Help Desk Specialist

The IT Consultant will assist the IT Operations team by providing end-user credential management and application support. Responsibilities include resolving Help Desk tickets, contributing to technical support projects, and conducting research and documentation for various tasks.THIS ROLE IS 100% onsite in Reston, VAKey ResponsibilitiesThe IT Consultant will work on-site to support both in-office and remote staff members during designated shifts. Shift hours are determined by the TAC Supervisor and may allow for remote work if approved.Key duties include:Manage desktop and laptop computing images, deploy new software, and update existing packages.Collaborate with the Supervisor to maintain Help Desk ticket resolution times within the desired range, identifying and implementing potential solutions.Troubleshoot software and hardware issues for end users.Handle account provisioning requests from Office of Finance and Bank employees.Collaborate with other IT support teams and escalate issues when necessary.Research and resolve technical problems, implementing and documenting solutions.Monitor and follow up on ticket status to ensure timely resolution and user satisfaction.Support daily technical reports, including Daily Health Check, Disk Space Report, and Open Incident Report.Provide technical support for VDI infrastructure (e.g., 10ZiG hardware) and assist with any additional agreed-upon infrastructure responsibilities.Work hours : On-site, Monday through Friday, either 7:30 AM 4:30 PM or 8:30 AM 5:30 PM.QualificationsStrong interpersonal skills, attention to detail, and excellent organizational abilities.Experience in phone and in-person technical support.Proficiency with general office software and operating systems, with the ability to troubleshoot technical issues using logical problem-solving methods.Self-motivated and eager to learn new technologies.Ability to prioritize and execute tasks efficiently.Bonus skills includeScripting knowledge (Powershell or splunk)Use of ServiceNow ticketing system