IT Help Desk Technician

POSITION SUMMARY

Arlo Solutions LLC is seeking a motivated and detail-oriented IT Help Desk Technician to join our growing Information Technology team. In this junior-level role, you will serve as a primary point of contact for end-user technical support assisting both internal Arlo staff and federal client personnel with hardware, software, and network-related issues. You will operate within a hybrid work model, requiring both on-site presence at our Washington DC office and remote support capability.

This is an excellent opportunity for a technically inclined individual looking to build a career in IT support within the government contracting environment. You will gain hands-on experience with enterprise systems, ITSM tools, and IT service management best practices in a mission-focused setting.

LOCATION:  Remote

KEY RESPONSIBILITIES

Technical Support & Incident Resolution

• Serve as the first point of contact (Tier 1/) for all IT support requests submitted via phone, email, or ticketing system.
• Diagnose and resolve hardware, software, network, and peripheral issues in a timely and professional manner.
• Escalate complex or unresolved issues to senior IT staff with thorough documentation of troubleshooting steps taken.
• Support remote and on-site users across Windows and potentially Mac environments.

Ticketing & Documentation

• Create, manage, track, and close help desk tickets using the organization's ITSM platform (e.g., ServiceNow, Jira, or equivalent).
• Maintain accurate and thorough records of all incidents, service requests, and resolutions.
• Contribute to and maintain the internal IT knowledge base and standard operating procedures (SOPs).

Systems & Account Management

• Assist with user account and device provisioning, modifications, and deprovisioning in Active Directory and Microsoft 365.
• Support employee onboarding and offboarding processes from an IT perspective.
• Perform software installations, updates, patches, and configuration on end-user devices.
• Assist in managing hardware inventory including laptops, desktops, monitors, and peripherals.

Security & Compliance Awareness

• Follow and enforce IT security policies in alignment with government contracting requirements.
• Assist with basic cybersecurity tasks including password resets, MFA enrollment, and phishing incident reporting.
• Support compliance efforts related to frameworks such as NIST 800-171 or CMMC as directed.

Customer Service & Communication

• Deliver high-quality, professional customer service to all end users — including federal client personnel.
• Communicate technical concepts clearly and effectively to non-technical staff.
• Maintain a positive, solutions-oriented attitude under pressure and during high-volume ticket periods.

REQUIRED QUALIFICATIONS

• 1–2 years of experience in an IT help desk, technical support, or desktop support role.
• Familiarity with Windows 10/11 operating systems and Microsoft 365 applications (Outlook, Teams, SharePoint, OneDrive).
• Basic understanding of networking concepts including TCP/IP, DNS, DHCP, and VPN.
• Experience using or willingness to learn ticketing and ITSM platforms (ServiceNow, Jira, Freshdesk, or equivalent).
• Strong troubleshooting skills with the ability to independently diagnose and resolve common hardware and software issues.
• Excellent verbal and written communication skills with a customer-first mindset.
• Ability to work independently in a hybrid environment and manage multiple open tickets simultaneously.
• U.S. Citizenship required (position supports federal government clients).

PREFERRED QUALIFICATIONS

• CompTIA A+ certification (required or willing to obtain within 6 months of hire).
• CompTIA Security+ certification (strongly preferred for government contracting environment).
• ITIL Foundation certification or demonstrated knowledge of ITIL service management principles.
• Experience with Active Directory, Azure AD, or Microsoft Entra ID.
• Familiarity with remote desktop and remote support tools (e.g., BeyondTrust, TeamViewer, Remote Desktop Protocol).
• Prior experience in a government contracting or federal agency support environment.
• Exposure to NIST 800-171, CMMC, or FedRAMP compliance frameworks.
• Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent work experience).