Junior Help Desk Technician (Contract to Hire)
**Up to $70K/year**
*100% onsite supporting DoD customer*
*Requires active SECRET clearance to be considered*

Our customer is seeking a skilled and visionary Junior Help Desk Technician to provide first-level technical support to end users by diagnosing and resolving hardware, software, and network issues. This role is ideal for individuals with strong communication skills, a passion for technology, and a desire to grow within the IT field.

Company Overview:
Our customer has expertise in operating, maintaining, and modernizing applications and IT systems for the Federal Government. They provide scientific and engineering expertise for critical agency missions. Their goal is to be at the forefront of change so that they can bring the best ideas to fruition for their clients’ missions.

Job Description:
Our customer is looking for a customer service-oriented help desk specialist to provide technical support to users in an efficient and accurate manner. You will be considered as the first line of defense for all IT related matters. You will solve basic technical problems and provide support for all assigned areas. The goal is to make sure that customer value is maintained to the standards set forth by the company.

The Jr. Help Desk Technician will respond to support requests via phone, email, or remote tools, ensuring timely and effective solutions. They assist with installations, updates, and account setups, and escalate complex issues to senior staff when needed. Strong communication skills, a willingness to learn, and a customer-focused mindset are key to success in this role.

Essential Job Duties:

1.  Serve as the first point of contact for users experiencing technical issues
   

   
   

2. Troubleshoot hardware and software problems on desktops, laptops, and mobile devices
   

3. Resolve issues related to operating systems, printers, and basic networking

1. Ticket Management

   
   

2. Respond to help desk requests via phone, email, or ticketing systems
   

3. Log, track, and update support tickets with detailed notes
   

4. Escalate unresolved issues to senior technicians or specialized teams

1. System Setup & Maintenance

   
   

2. Assist with setup and configuration of new workstations and devices
   

3. Install and update software applications and operating systems
   

4. Perform routine maintenance tasks to ensure system reliability
   

5. User Account Support
   

6. Help with password resets, account creation, and access permissions
   

7. Support onboarding and offboarding processes for employees
   

8. Maintain user profiles in Active Directory or similar system

  Non-Essential Duties:

1. Administrative Support

   
   

2. Assisting with scheduling IT team meetings or training sessions
   

3. Organizing documentation or archiving outdated support materials
   

4. Updating inventory records for IT equipment

1. Training & Mentorship

   
   

2. Shadowing senior technicians to learn advanced troubleshooting
   

3. Helping onboard new IT staff or interns
   

4. Participating in cross-training for other technical roles

1. Internal Communication

   
   

2. Contributing to internal newsletters or tech tips for staff
   

3. Gathering user feedback on IT services and reporting trends
   

4. Assisting with internal surveys or satisfaction reports

1. Procurement & Setup Assistance

   
   

2. Helping unpack and label new hardware
   

3. Assisting with basic setup of conference room tech or shared devices
   

4. Supporting vendor coordination for minor purchases

Responsibilities: 

• 
  

• Answer calls and respond to emails promptly and professionally
  

• Provide technical support to clients over the phone, chat, or e-mail in a timely and thorough manner·
  

• Troubleshoot and diagnose technical issues related to hardware, software, and network connectivity
  

• Document and track tickets in our help desk system
  

• Work with senior technicians and team members to escalate complex issues as necessary
  

• Assist with hardware and software installations and upgrades
  

• Conduct follow-up calls with clients to ensure issue resolution and customer satisfaction
  

• Stay current with the latest technologies, software, and trends in the industry to provide better customer service and support

Required Skills/Qualifications:

• Must have an active SECRET clearance
  

• High school diploma or equivalent; relevant technical certifications preferred
  

• One to two (1-2) years of call center experience, preferably in a technical support role
  

• Strong customer service skills, including the ability to de-escalate difficult situations
  

• Excellent communication skills, both verbal and written
  

• Familiarity with Windows and Mac OS, as well as common office software like Microsoft Office and Adobe Suite
  

• Ability to troubleshoot and diagnose technical issues independently
  

• Familiarity with remote access tools and software
  

• Ability to adapt to a constantly changing and fast-paced environment
  

• Willingness to work overtime or on-call hours as necessary
  

• Industry certifications such as CompTIA Security+, or Network+
  

• CompTIA Security Plus certification
  

• AZ-900 Fundamentals certification

Disclaimer:
This job description is intended to describe the general nature and level of work performed. It is not an exhaustive list of all responsibilities, duties, and skills required.
ADA Compliance: Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
EO-1 Statement: We are an Equal Opportunity Employer and do not discriminate based on race, color, religion, sex, national origin, age, disability, or genetic information.
E-Verify Participation: This employer participates in E-Verify to confirm the eligibility of all newly hired employees to work in the United States.

As part of our promise to talent, Kelly supports those who work with us through a variety of benefits, perks, and work-related resources. Kelly offers eligible employees voluntary benefit plans including medical, dental, vision, telemedicine, term life, whole life, accident insurance, critical illness, a legal plan, and short-term disability. As a Kelly employee, you will have access to a retirement savings plan, and holiday pay plans (earn up to eight paid holidays per benefit year), and a transit spending account. In addition, employees are entitled to earn paid sick leave under the applicable state or local plan. Visit https://www.mykelly.com/help-support-working-with-kelly-us/#Benefits for more information on benefits and perks that may be available to you as a member of the Kelly Talent Community.
 
What happens next:
Once you apply, you’ll proceed to next steps if your skills and experience look like a good fit. But don’t worry – even if this position doesn’t work out, you’re still in our network. That means our team of expert recruiters will have access to your profile, making your opportunities limitless.

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