Providing friendly and professional customer support, the full-time Help Desk Associate will diagnose and troubleshoot technical issues via phone, chat, or email, while working onsite, hybrid, or remotely from Ashburn, VA. Key responsibilities Diagnose and troubleshoot basic technical issues, including passwords, connectivity, and device setup Document all customer interactions accurately in the CRM/ticketing system and follow internal auditing procedures Maintain strong productivity metrics and escalate complex issues to higher-level support as needed Required qualifications High school diploma or equivalent (GED); advanced technical or customer support training is a plus 1-2 years of experience in customer service, help desk, call center, or retail environments Basic ability to troubleshoot computers and common applications Comfortable using video conferencing tools and softphone/VoIP systems Must be a U.S. citizen to meet eligibility requirements for accessing sensitive information