We are seeking a Tier 2 IT Help Desk Technician to provide on-site technical support for a Federal Government client in Arlington, VA. This role will support end users with IT hardware, software, imaging, troubleshooting, asset management, baseline configuration, and general desktop support in a Microsoft Windows environment.
The ideal candidate is customer-focused, technically strong, organized, and comfortable supporting both Tier 1 and Tier 2 help desk needs in a fast-paced government environment.
Key Responsibilities
Provide Tier 1 and Tier 2 technical support for desktop, laptop, peripheral, network, systems hardware, and software issues.
Respond to customer support requests through the ticketing system, email, and other support channels.
Troubleshoot, diagnose, and resolve hardware, software, network, printer, VPN, email, and Microsoft Office issues.
Image, configure, deploy, repair, refresh, and upgrade desktops, laptops, software, and peripherals.
Support Microsoft Windows 10 imaging, deployment, and ongoing user support.
Provide support for Microsoft Active Directory, Exchange 2016/2019, Outlook, Microsoft 365, VPN, and networked printers.
Follow ITIL-based support processes for incident management, documentation, escalation, and service delivery.
Document problems, resolutions, technical procedures, and user guidance.
Follow up with users to confirm resolution and provide high-quality customer service.
Assist with configuration management, patch management, security protocols, group policy objects, and agency baseline compliance.
Analyze incident trends and brief management on service request status, recurring issues, and potential risks.
Provide user training and technical guidance as needed.
Perform related duties as assigned.
Required Qualifications
Minimum of 3 years of experience in an IT technician, help desk, desktop support, or similar technical support role.
Experience providing on-site IT support in a Microsoft Windows environment.
Experience troubleshooting, repairing, and maintaining computer hardware, software, and peripherals.
Experience imaging computers and installing or deploying software.
Experience using customer support or ticketing systems such as ServiceNow, Remedy, FootPrints, Vizor, or similar platforms.
Experience with Microsoft Active Directory.
Experience troubleshooting Microsoft Office Suite, including Word, Excel, PowerPoint, Outlook, Visio, Edge, Adobe, and similar productivity tools.
Knowledge of Windows 10 imaging, deployment, and support.
Network troubleshooting knowledge, including LAN, WAN, and general connectivity issues.
Experience with VPN technology, including Cisco AnyConnect.
Experience supporting networked printers.
Strong problem-solving, analytical, and decision-making skills.
Excellent customer service, communication, documentation, and follow-up skills.
Strong organizational, collaboration, and teamwork skills.
Ability to manage multiple priorities, work under time constraints, and adapt to changing requirements.
Ability to quickly learn new systems, processes, and technical requirements.
Preferred Qualifications
Experience deploying images from an established United States Government Configuration Baseline, USGCB.
Experience troubleshooting and configuring Microsoft 365 installations.
IT technician certifications are preferred.
Education Requirements
Associate’s degree in Information Technology, Information Systems Management, Computer Science, or a related field from an accredited institution required.
Relevant IT certifications may receive priority consideration.
Work Environment
This position is fully on-site supporting a Federal Government client. The role may require occasional remote or after-hours support based on client needs.
Equal Employment Opportunity
We are an Equal Opportunity Employer and consider qualified applicants without regard to race, color, religion, sex, national origin, disability, protected veteran status, or any other legally protected status.
Company DescriptionAXIS Management Group, LLC (AXIS), formed in 2008 with headquarters in McLean, VA, is a strategic consulting firm providing a range of integrated technical services and solutions to federal agencies and programs in Information Technology, Programmatic Support, and the Environmental/Health Sciences.Company DescriptionAXIS Management Group, LLC (AXIS), formed in 2008 with headquarters in McLean, VA, is a strategic consulting firm providing a range of integrated technical services and solutions to federal agencies and programs in Information Technology, Programmatic Support, and the Environmental/Health Sciences. Read LessCG Business Intelligence Systems Technical Training Specialist
The United States Coast Guard (USCG) Business Intelligence Systems Technical Training Specialist delivers technical training and user support for Coast Guard business intelligence systems. This role requires the ability to work independently, communicate clearly, and support a fast‐paced, travel‐heavy training schedule. The job is on-site at the U.S.C.G. Headquarters in Washington, DC. Applicants must be U.S. Citizens or legal residents.
Minimum Qualifications
Bachelor’s degreeAt least 3 years of professional experienceExperience in training, public speaking, or teachingU.S. citizen or legal residentAble to read, write, speak, and understand EnglishAbility to travel frequently (aligned with the program’s demanding schedule +/-75%)
Key Responsibilities
Deliver classroom, virtual, and on‐site training on Coast Guard business intelligence systemsProvide functional and technical user support across military and civilian audiencesDevelop and update training materials, lesson plans, and instructional toolsTailor training content for specific user communities and mission needsSupport the CG Business Intelligence Systems Support and Outreach Manager in planning and executing training schedulesManage multiple training events, logistics, and travel requirementsCommunicate clearly with personnel at all levels of the Coast GuardAdapt to new system features, tools, and policy changes
Required Skills
Strong public speaking and presentation skillsStrong problem‐solving and analytical abilitiesAbility to communicate effectively with diverse audiencesProficiency with Microsoft OfficeAbility to manage multiple tasks and deadlinesFlexibility to support a dynamic and demanding travel schedule
Highly Preferred Knowledge
Familiarity with Coast Guard metrics and measurement systemsExperience with current CG business intelligence systemsProficiency with business intelligence tools, especially IBM Cognos and QlikMilitary background or experience working in a military environment (preferred but not required)
Company DescriptionAXIS Management Group, LLC (AXIS), formed in 2008 with headquarters in McLean, VA, is a strategic consulting firm providing a range of integrated technical services and solutions to federal agencies and programs in Information Technology, Programmatic Support, and the Environmental/Health Sciences.Company DescriptionAXIS Management Group, LLC (AXIS), formed in 2008 with headquarters in McLean, VA, is a strategic consulting firm providing a range of integrated technical services and solutions to federal agencies and programs in Information Technology, Programmatic Support, and the Environmental/Health Sciences. Read Less
