Custom Software Systems, Inc. (CSS) is seeking a motivated Tier 1 IT Help Desk Technician to support our client in Washington, DC. This is an excellent opportunity for an entry-level IT professional who enjoys helping people, solving technical problems, and building a career in IT support.

The ideal candidate will have 1-2 years of experience providing desktop and technical support in a Windows environment, strong customer service skills, and a willingness to learn. This position provides first-level technical support to end users by troubleshooting hardware, software, and basic network issues while ensuring a positive customer experience.

Responsibilities

• Provide Tier 1 technical support to end users via phone, email, remote support, and in person.
• Respond to help desk tickets and troubleshoot basic hardware, software, printer, and peripheral issues.
• Install, configure, and support Windows desktop and laptop computers.
• Assist with the deployment, setup, and imaging of new computers and workstations.
• Configure and support mobile devices, including smartphones and tablets.
• Install approved software and perform routine software updates.
• Perform password resets, unlock user accounts, and assist with basic Active Directory account management.
• Troubleshoot Microsoft Office 365 applications, Outlook, Teams, and other standard business applications.
• Document all incidents, service requests, and resolutions accurately within the ticketing system.
• Escalate unresolved or complex technical issues to Tier 2 or senior support staff.
• Assist with workstation moves, equipment replacements, and new employee onboarding.
• Maintain accurate hardware inventory and asset records.
• Provide excellent customer service while communicating technical information in an easy-to-understand manner.
• Follow established IT policies, procedures, and security guidelines.
• Assist with basic printer, network connectivity, VPN, and Wi-Fi troubleshooting.
• Participate in team meetings and contribute to knowledge base documentation.

Citizenship

• U.S. Citizens or Lawful Permanent Residents.

Required Qualifications

• 1-2 years of IT Help Desk, Desktop Support, or Technical Support experience.
• Experience supporting Windows 10/11 operating systems.
• Basic knowledge of Microsoft Office 365 applications.
• Experience troubleshooting desktop hardware and software issues.
• Familiarity with Active Directory for basic user account support (password resets, account unlocks).
• Experience using a help desk ticketing system such as ServiceNow, Jira, Zendesk, or similar.
• Strong customer service and communication skills.
• Ability to prioritize multiple support requests in a fast-paced environment.
• Willingness to learn new technologies and support procedures.

Knowledge, Skills & Abilities

• Excellent verbal and written communication skills.
• Strong troubleshooting and problem-solving abilities.
• Ability to provide professional customer service while working with users of varying technical skill levels.
• Basic understanding of networking concepts including TCP/IP, VPN, and Wi-Fi connectivity.
• Knowledge of Windows desktop support and common hardware components.
• Ability to document technical issues clearly and accurately.
• Strong organizational skills and attention to detail.
• Ability to work independently and as part of a team.

Education

• Associate's degree in Information Technology, Computer Science, or a related field OR
• Equivalent combination of education, technical training, and relevant work experience.

Preferred Qualifications

• CompTIA A+
• CompTIA Network+
• Microsoft 365 Fundamentals (MS-900)
• Google IT Support Professional Certificate
• ITIL Foundation (preferred but not required)

Compensation & Benefits

Salary: Negotiable

Custom Software Systems, Inc. offers a competitive benefits package, which may include:

• Health Insurance
• Health Savings Account (HSA)
• Dental Insurance
• Vision Insurance
• Short-Term Disability
• Long-Term Disability
• Basic Life Insurance
• Supplemental Life Insurance
• Simple IRA Retirement Plan
• Parking and Commuter Reimbursement
• Professional Training and Development Opportunities

Company Background:
Headquartered in Leesburg, Virginia, Custom Software Systems, Inc. (CSS) is a Woman-Owned (WOSB) and HUBZon