Help Desk Specialist at Hatch IT

Washington, District of Columbia, United States

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Not SpecifiedCompensation

Junior (1 to 2 years), Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

Information Technology, Government Contracting, National SecurityIndustries

Requirements

Associate’s degree in Information Technology or a related field, or equivalent experience
2+ years of experience in Help Desk or Desktop Support services
3–5 years supporting Windows and Macintosh systems (desktops, laptops, peripherals)
Experience configuring laptops, phones, workstations, and conference-room equipment
Practiced using ticketing systems such as JIRA, ServiceNow, Remedy, or similar
Proficient in troubleshooting Windows 10/11, macOS, iOS, mobile devices, 2FA authentication, and account administration
Experience with JAMF (or similar Mac MDM solution) and Microsoft Intune for mobile device management
Proficiency with Google Workspace, Microsoft 365/Teams, and Adobe Creative Suite (or similar)
Strong communication skills (written and verbal), high customer service orientation, and ability to work both independently and as part of a team
Preferred Certifications: CompTIA A+/CompTIA Security+

Responsibilities

Provide end-user support in person, by phone, and via remote access for Windows and macOS users
Deploy and configure Windows and Macintosh computers (desktops and laptops), including full erasure, OS installation, and Mac MDM enrollment
Troubleshoot operating systems (Windows 10/11, macOS, iOS), mobile equipment, 2FA authentication, account administration, and website access
Deploy, install, and troubleshoot peripheral devices—printers, conference-room equipment, monitors, etc
Configure and deploy hardware and software, manage network connectivity—Ethernet and wireless—for Windows/Mac environments
Utilize ticketing systems (JIRA, ServiceNow, Remedy) to log, manage, and resolve support requests; maintain accurate records of inventory, support issues, and communications
Assist in the development and documentation of IT policies and standard operating procedures
Perform account, security, and operational audits as required
Deliver consistent, high-quality customer service, responding promptly via chat, email, phone, and in-person
Collaborate with IT team members and other offices to provide coordinated support and escalate out-of-scope issues appropriately
Ship or deliver hardware to employees as needed and track hardware inventory

Skills

Key technologies and capabilities for this role

Windows 10/11macOSiOSGoogle WorkspaceMicrosoft OfficeJAMFConfluenceJIRAMicrosoft IntuneMDMIT SupportHardware DeploymentSoftware DeploymentTroubleshootingNetwork Connectivity

Questions & Answers

Common questions about this position

What experience is required for the Help Desk Specialist role?

Candidates need an Associate’s degree in Information Technology or related field (or equivalent experience), 2+ years in Help Desk or Desktop Support, and 3–5 years supporting Windows and Macintosh systems including desktops, laptops, and peripherals.

Is this a remote position or does it require on-site work?

This information is not specified in the job description.

What is the salary or compensation for this role?

This information is not specified in the job description.

What is the company culture like at Expression?

Expression has a 'Perpetual Innovation' culture that focuses on creating immediate and sustainable value for clients through agile delivery of tailored solutions and constant client engagement.

What makes a strong candidate for this Help Desk Specialist position?

Strong candidates will have experience supporting mixed Windows/Mac environments, configuring hardware/software, using ticketing systems like JIRA, and delivering high-quality customer service in person, by phone, chat, or email.

Hatch IT

Specialized recruitment for tech startups

About Hatch IT

Hatch IT focuses on recruitment for tech startups and small businesses, helping them find skilled engineers who fit their culture. They do not operate on a commission basis, which allows them to prioritize quality over quantity in candidate selection. By integrating with clients' tools like Slack and Applicant Tracking Systems, Hatch IT streamlines the hiring process and reduces the workload for managers. Their goal is to simplify hiring while providing predictable costs and expert guidance on compensation and market trends.

McLean, VirginiaHeadquarters

2012Year Founded

VENTURE_UNKNOWNCompany Stage

Data & Analytics, ConsultingIndustries

11-50Employees

Benefits

Premium insurance

Mental health days

Caregiver leave

Time off

Internet reimbursement

Savings plan

Anniversary reward program

Additional benefits

Risks

Increased competition from local firms in Durham may challenge Hatch IT's market share.

AI-driven recruitment platforms could reduce demand for traditional services.

Economic uncertainty may lead to reduced spending on recruitment services.

Differentiation

Hatch IT offers a subscription model for recruiting, marketing, and community engagement.

They integrate with clients' tools like Slack and ATS for seamless recruitment processes.

Hatch IT focuses on tech startups, ensuring cultural and technical fit for candidates.

Upsides

Expansion into Durham opens new market opportunities for Hatch IT.

Growing demand for remote work solutions boosts Hatch IT's recruitment services.

Emphasis on diversity in tech hiring aligns with Hatch IT's sourcing capabilities.

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