Help Desk Technician (Tier II Support)

Location: Ashburn, VA (On-site / Hybrid Potential)
Status: Strategic Contract-to-Hire
NNR Group is seeking a proactive and skilled Help Desk Technician to join a premier technical team in Ashburn. This role is designed for a Tier II professional who excels at maintaining system integrity and providing white-glove technical support to a diverse end-user base. If you are a troubleshooter who takes pride in optimizing IT performance and empowering users through technology, we want to hear from you.

Core Responsibilities:

• System Integrity: Proactively monitor and maintain operating systems and hardware to ensure 100% uptime and seamless functionality.
• Preventative Maintenance: Execute routine system backups, recovery procedures, and file management to optimize overall system health.
• Deployments & Upgrades: Install, test, and configure new hardware and software components; lead OS migrations and software settings optimization.
• Advanced Troubleshooting: Diagnose and resolve complex software, hardware, and basic network configuration errors with a high first-call resolution rate.
• Remote & On-site Support: Utilize specialized service desk tools to provide remote assistance and in-person desk-side support.
• Infrastructure Documentation: Develop and maintain detailed technical guides, troubleshooting logs, and IT infrastructure maps.
• User Training: Conduct individual and group training on new technologies, software updates, and IT best practices to maximize organizational efficiency.

Requirements:

• Experience: 2+ years of proven experience in a Help Desk or Technical Support role within a corporate environment.
• Technical Stack: Mastery of Active Directory, Microsoft Windows 10/11, and the Office 365 ecosystem.
• Ticketing Systems: Proficiency with modern service desk platforms (e.g., Freshservice, ServiceNow, or Jira).
• Problem Solving: Strong diagnostic skills for hardware, software, and basic networking (connectivity, VPN, WiFi).
• Communication: Exceptional interpersonal skills with a "customer-first" approach to supporting end-users at all levels of the organization.