IT Help Desk Technician (Tier I/II)

Location: Ashburn, VA (On-site / Hybrid Potential)
Status: Contract-to-Hire | Full-Time
Compensation: $24.00 – $28.00 per hour (Based on Experience)

The Opportunity:
NNR Group is seeking an enthusiastic and proactive IT Help Desk Technician to join a high-growth technology team in Ashburn. This is an ideal role for a problem-solver who excels in a customer-first environment and is looking to expand their technical expertise within Northern Virginia’s thriving IT sector. You will serve as the frontline support for a professional user base, ensuring seamless technology operations and delivering high-quality technical solutions.

Core Responsibilities:

• Frontline Support: Serve as the primary point of contact for all technical requests via phone, email, and ticketing systems.
• End-User Support: Diagnose and resolve hardware, software, and network issues for Windows 10/11 and Microsoft 365 environments.
• Device Lifecycle: Install, configure, and maintain a variety of assets including workstations, high-end laptops, mobile devices, and peripherals.
• Identity Management: Facilitate user account management, including password resets, access provisioning, and basic Active Directory/O365 administration.
• Lifecycle Operations: Support the onboarding and offboarding process, ensuring device setups and equipment retrievals are handled with precision.
• Documentation & Escalation: Maintain detailed troubleshooting logs within the ticketing system (Jira/ServiceNow) and escalate complex issues to senior engineering staff when necessary.
• Inventory Control: Assist in maintaining an accurate inventory of IT equipment and software licenses.

Requirements:

• Experience: 1–3 years of Help Desk or Technical Support experience. (Relevant internships or intensive technical coursework will be considered for junior candidates).
• Technical Knowledge: Foundational understanding of Windows OS, Microsoft 365, and networking basics (TCP/IP, DNS, DHCP).
• System Proficiency: Familiarity with enterprise ticketing systems like Jira, Zendesk, or ServiceNow.
• Communication: Exceptional verbal and written communication skills with a focus on delivering "white-glove" customer service.
• Certifications: CompTIA A+ or Network+ certifications are highly preferred and considered a major plus.