Zolon is a prime contractor supporting the Department of Health and Human Services (HHS) under a multi-year program providing IT operations, infrastructure support, and user services. We are seeking a Helpdesk Specialist to join our Service Desk team supporting federal users in a fast-paced operational environment. The Helpdesk Specialist will serve as the first point of contact for end users and will provide Tier 1 technical support for a wide range of IT issues. This role requires strong customer service skills, the ability to troubleshoot common technical problems, and familiarity with ServiceNow (SNOW) for ticket tracking and incident management.
This is an on-site role located in Washington, DC, and requires daily interaction with end users and support teams.
Key Responsibilities:
Provide phone, email, web, and in-person support to users in the areas of email, directories, computer operating systems, desktop applications, and systems deployed under the contract.
Serve as the first point of contact for troubleshooting hardware and software issues across various computer systems, including PCs, Macs, and peripheral devices such as printers.
Log, track, and manage incidents and service requests using ServiceNow (SNOW) and ensure tickets are updated with accurate troubleshooting steps and resolution notes.
Diagnose and resolve Tier 1 technical issues related to operating systems, desktop applications, network connectivity, and user access.
Escalate issues that require advanced technical support to Tier 2 or Tier 3 teams following established procedures.
Provide timely acknowledgment and updates on assigned tickets to ensure visibility and proper tracking of issues.
Support account management activities, including password resets, user access troubleshooting, and directory-related issues.
Assist users with common productivity tools such as Microsoft Office applications, collaboration platforms, and standard enterprise software.
Maintain professionalism and strong customer service when interacting with users, ensuring issues are addressed efficiently and clearly communicated.
Document troubleshooting procedures, common issues, and solutions to improve knowledge sharing within the helpdesk team.
Follow established service desk processes and ensure service level expectations are met.
Required Qualifications:
2 to 3 years of experience in an IT Helpdesk or Service Desk environment.
Experience using ServiceNow (SNOW) or similar IT service management tools for ticket management.
Experience providing Tier 1 technical support for desktop systems, operating systems, and common enterprise applications.
Basic troubleshooting knowledge of Windows and Mac operating systems.
Familiarity with troubleshooting hardware devices, including laptops, desktops, printers, and peripherals.
Strong understanding of helpdesk ticket workflows, escalation procedures, and service desk best practices.
Ability to clearly communicate technical issues and solutions to non-technical users.
Strong customer service and communication skills.
Ability to work on-site in Washington, DC.
Preferred Qualifications:
Experience supporting users in a federal government environment.
Familiarity with Active Directory user account support and access management.
Knowledge of IT service management frameworks such as ITIL.
Experience supporting collaboration tools such as Microsoft Teams and Outlook.
Ability to manage multiple support requests while maintaining high service quality.
Location: Washington, D.C. (On-site)
Clearance: Ability to obtain Tier 4 Public Trust