Job Description

Job Title: IT Help Desk Technician
Location: Remote / Onsite
Job Type: Contract

Position Overview

Creative Chemistry Works is seeking IT Help Desk Specialists to provide Tier 1 and Tier 2 technical support across government and commercial client environments. This role is responsible for maintaining system functionality, supporting end users, and ensuring minimal disruption to daily operations through timely issue resolution.

The ideal candidate will have a strong foundation in technical troubleshooting, customer service, and system administration support. This position operates within structured, SLA-driven environments and requires the ability to manage multiple support requests while maintaining high levels of accuracy, documentation, and professionalism.

IT Help Desk Specialists will support a wide range of technologies including desktops, laptops, mobile devices, network access, and enterprise applications. This role may also assist with onboarding, system provisioning, and basic security compliance tasks.

Key Responsibilities

• Troubleshoot hardware, software, network, and user access issues across multiple environments
• Provide technical support via ticketing systems, phone, email, and remote support tools
• Install, configure, and maintain desktops, laptops, printers, and mobile devices
• Support user onboarding and offboarding, including account setup, access provisioning, and equipment deployment
• Manage user accounts, permissions, and group policies within directory services
• Document incidents, resolutions, and escalations in accordance with internal standards
• Monitor ticket queues and ensure timely resolution within SLA requirements
• Escalate complex or unresolved issues to Tier 3 or engineering teams
• Assist with system updates, patching, and basic network troubleshooting
• Maintain asset inventory and track assigned equipment
• Follow IT security protocols and support compliance requirements
• Contribute to knowledge base documentation and process improvements

Required Qualifications

• 1 to 4 years of IT support or help desk experience
• Strong knowledge of Windows operating systems and Microsoft 365 applications
• Basic understanding of networking concepts (TCP/IP, DNS, VPN, WiFi connectivity)
• Experience working with ticketing systems (ServiceNow, Jira, Zendesk, or similar)
• Strong troubleshooting and analytical problem-solving skills
• Excellent customer service and communication skills (technical and non-technical users)
• Ability to manage multiple tickets, priorities, and deadlines in a fast-paced environment
• Experience documenting technical issues and resolutions clearly and accurately
• Understanding of IT security fundamentals (password policies, MFA, endpoint protection)
• Ability to work independently and within a team environment
• Reliable internet connection and workspace for remote support (if applicable)

Preferred Qualifications

• CompTIA A+, Network+, or similar certifications
• Experience with Active Directory, Azure AD, or identity management systems
• Familiarity with remote support tools (TeamViewer, AnyDesk, Remote Desktop)
• Experience supporting cloud-based environments (Microsoft 365, Azure)
• Exposure to endpoint management tools (Intune, SCCM)
• Basic scripting knowledge (PowerShell preferred)
• Experience in government, healthcare, or compliance-driven environments
• Understanding of ITIL framework or service management best practices
• Security Clearance a plus