Help Desk Technician22nd Century Technologies is seeking a skilled and customer-focused Help Desk Technician to support IT operations at the National Defense University in Washington, DC. The ideal candidate will provide Tier I/Tier II technical support to end users, troubleshoot hardware and software issues, and ensure timely resolution of IT service requests in a professional federal environment. This position requires strong technical troubleshooting abilities, excellent communication skills, and experience supporting enterprise IT environments.Key ResponsibilitiesProvide Tier I/Tier II desktop and help desk support for end usersRespond to service desk tickets, phone calls, emails, and walk-up support requestsTroubleshoot hardware, software, printer, network, and connectivity issuesInstall, configure, and maintain desktops, laptops, peripherals, and mobile devicesSupport Microsoft Windows operating systems and Microsoft Office 365 applicationsManage user accounts, password resets, and permissions using Active DirectoryEscalate unresolved technical issues to appropriate support teamsDocument incidents, resolutions, and troubleshooting steps in the ticketing systemAssist with hardware deployments, imaging, and asset management activitiesMaintain compliance with federal IT security and operational proceduresSupport conference room technologies and audiovisual systems as neededRequired QualificationsAssociate degree or Bachelor's degree in Information Technology, Computer Science, or related field preferred 2+ years of Help Desk/Desktop Support experience in an enterprise environment Experience supporting Windows 10/11 environments Strong knowledge of: Microsoft Office 365 Active Directory Outlook configuration and troubleshooting Hardware and peripheral support Ticketing systems such as ServiceNow or Remedy Basic understanding of networking concepts including TCP/IP, VPN, and wireless connectivity Excellent troubleshooting and customer service skills Strong verbal and written communication abilities Ability to work onsite at Fort McNair, DCPreferred QualificationsExperience supporting federal government or Department of Defense (DoD) environments Familiarity with ITIL processes and service desk operations Previous experience in classified or secure environments Active Secret Clearance (Secret/Top Secret) Certification: Security+ certification Any of the Computing certifications (A+/Network+Cloud+/Microsoft certification)