What are the responsibilities and job description for the IT Help Desk Coordinator position at ACI Federal™?

Job Title: IT Help Desk Technician
Location: 100% Onsite – Laurel, MD
Clearance Requirement: U.S. Citizenship & ability to obtain/maintain a Secret Security Clearance

Job Summary:

We are seeking a skilled IT Help Desk Technician to support a leading university-affiliated research center. You will work with engineers, scientists, and business professionals to address critical national challenges. This is a contract position with a top-ranked IT workplace.

Key Responsibilities:

Provide first-contact resolution for IT support issues, including account administration, hardware/software troubleshooting, and network connectivity.
Assist users remotely via call center or walk-up support.
Manage and modify user accounts for network and business applications.
Diagnose and resolve issues related to desktops, laptops, mobile devices, servers, and peripherals.
Follow documented processes and best practices for problem resolution.
Support incident response efforts and assist in IT training initiatives.
Maintain detailed service documentation and provide status updates.
Deliver computer parts or accessories as needed (valid driver’s license required).

Basic Qualifications:

Bachelor’s degree or 5 years of recent IT experience.
5 years of Tier 2 IT technical support experience.
Ability to obtain and maintain Secret Security Clearance (U.S. Citizenship required).
Valid Driver’s License (MVR check required).
Must work 100% onsite in Laurel, MD.

Preferred Qualifications:

Bachelor's degree in an IT-related field.
2 years' experience in a call center environment using system management tools (e.g., Symantec Ghost).
Hands-on experience with Windows 10, macOS, iOS, and remote desktop tools.
Relevant IT certifications (e.g., ITIL, MCP, MCSE, ACMT, HDI Support Analyst).

ACI Federal is proud to be an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or protected veteran status, or any other legally protected basis, in accordance with applicable law.

Job Type: Contract

Pay: $25.00 per hour

Schedule: