Sr. IT Specialist - Help Desk (Clearance Required)

Connsci is seeking a Sr. IT Help Desk Specialist to provide Tier I through Tier III end-user support for a federal agency. This position serves as a senior technical resource within the IT Customer Support Services team, resolving complex end-user issues, supporting enterprise technologies, and helping maintain reliable IT operations across headquarters and remote locations.

In this role you can expect to

• Serve as the senior technical resource for Tier I–III IT incidents and service requests received through ticketing platform, telephone, email, walk-up, and remote support channels.
• Monitor, prioritize, assign, troubleshoot, and resolve incidents and service requests while meeting Government Service Level Agreements (SLAs).
• Diagnose and resolve hardware, software, operating system, endpoint, and peripheral issues affecting desktops, laptops, mobile devices, printers, scanners, docking stations, webcams, smart card readers, and related equipment.
• Support Microsoft 365 applications including Outlook, Word, Excel, PowerPoint, Teams, OneDrive, and SharePoint, along with Windows operating systems and approved enterprise software.
• Administer user accounts through Active Directory and Microsoft Entra ID, including account provisioning, password resets, multifactor authentication (MFA), security groups, distribution lists, and access requests.
• Troubleshoot wired and wireless networking, VPN connectivity, remote access solutions, and secure endpoint connectivity.
• Configure and support Microsoft Teams Rooms, Video Teleconferencing (VTC) systems, conference room technologies, and audiovisual equipment.
• Escalate complex technical issues to infrastructure, engineering, or application support teams.
• Develop and maintain standard operating procedures (SOPs)to improve First Call Resolution (FCR) and knowledge sharing.
• Support workstation refresh projects, software deployments, and post-implementation support activities.
• Provide onsite and remote te...