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Amazon It Help Desk Jobs in Springfield, VA (NOW HIRING)

IntelliDyne

IT Help Desk Manager

Herndon, VA · On-site

IT Help Desk Manager Location: Herndon, VA (100% Onsite) Clearance: Active Secret or higher Status: Exempt About This Role The IT Help Desk Manager is responsible for leading and supporting a team of ...

IntelliDyne

IT Help Desk Manager

Herndon, VA · On-site +1

IT Help Desk Manager Location: Washington, DC (hybrid) - some travel to Herndon, VA Clearance: Active Secret or higher Status: Exempt About This Role The IT Help Desk Manager is responsible for ...

ford agency

IT Help Desk Technician

Washington, DC

$57K - $91K/yr

The Ford Agency is actively recruiting for an IT Help Desk Technician for a top DC law firm. This individual will join a busy team, provide IT support to end-users, identify trends with incidents and ...

AXIS Management Group, LLC

Be Seen First

IT Help Desk Technician

Arlington, VA · On-site

$58K - $70K/yr

We are seeking a Tier 2 IT Help Desk Technician to provide on-site technical support for a Federal Government client in Arlington, VA. This role will support end users with IT hardware, software ...

Lender Service Provider LLC

IT Help Desk I

Fairfax, VA · On-site

$45K - $65K/yr

IT Help Desk I Merrifield, VA Description You are our competitive advantage. Our team of innovators and seasoned professionals fosters an environment where our teammates and our clients can thrive.

Terrestris LLC

IT Helpdesk Specialist

Washington, DC · On-site

$41.82 - $46.91/hr

We can help! We are seeking an IT Help Desk Specialist for the IT Help Desk Support Services contract. This project will provide computer support specialists responsible for providing timely ...

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All JobsAmazon It Help Desk JobsAmazon It Help Desk Jobs in Springfield, VA

Amazon It Help Desk information

See Springfield, VA salary details

$39.2K

$87.5K

$130K

How much do amazon it help desk jobs pay per year?

As of Sep 12, 2026, the average yearly pay for amazon it help desk in Springfield, VA is $87,512.00, according to ZipRecruiter salary data. Most workers in this role earn between $68,900.00 and $104,500.00 per year, depending on experience, location, and employer.

What is an Amazon IT Help Desk?

An Amazon IT Help Desk job involves providing technical support to employees by troubleshooting hardware, software, and network issues. Responsibilities include resolving tickets, assisting with system setup, and ensuring smooth daily operations. IT Help Desk professionals at Amazon work in fast-paced environments, prioritizing critical issues while maintaining high service levels. Strong problem-solving skills and knowledge of IT systems are essential for success in this role.

What skills and qualifications are needed for an Amazon IT Help Desk?

To thrive as an Amazon IT Help Desk professional, you need strong troubleshooting abilities, a solid grasp of computer hardware and software, and at least a bachelor’s degree in IT, Computer Science, or a related field. Familiarity with ticketing systems like ServiceNow, remote desktop software, Active Directory, and relevant certifications (such as CompTIA A+, Microsoft, or AWS Certified Cloud Practitioner) is highly valuable. Excellent communication, patience, and multitasking skills help you resolve employee technical issues efficiently and foster positive working relationships. These competencies are crucial for ensuring seamless IT support, minimizing downtime, and maintaining workflows in a high-paced, technology-driven environment.

What are some typical challenges faced by Amazon IT Help Desk team members?

Amazon IT Help Desk team members often encounter the challenge of quickly diagnosing and resolving a wide range of technical issues under tight time constraints. You may need to juggle multiple support tickets simultaneously, prioritize urgent requests, and assist employees at various technical skill levels. The fast-paced environment requires adaptability and continuous learning, especially as Amazon frequently updates its systems and technologies. However, working through these challenges also offers the opportunity to build valuable technical expertise and develop your problem-solving skills for future career growth in IT.

What are popular job titles related to Amazon It Help Desk jobs in Springfield, VA?

For Amazon It Help Desk jobs in Springfield, VA, the most frequently searched job titles are:

What job categories do people searching Amazon It Help Desk jobs in Springfield, VA look for?

The top searched job categories for Amazon It Help Desk jobs in Springfield, VA are:

What cities near Springfield, VA are hiring for Amazon It Help Desk jobs?

Cities near Springfield, VA with the most Amazon It Help Desk job openings:

Amazon It Help Desk jobs near you
Infographic showing various Amazon It Help Desk job openings in Springfield, VA as of August 2026, with employment types broken down into 52% Full Time, 27% Part Time, and 21% Contract. Highlights an 89% In-person, and 11% Remote job distribution, with an average salary of $87,512 per year, or $42.1 per hour.

IT Help Desk Manager

Herndon, VA • On-site

IntelliDyne Jobs for Veterans
See more jobs at IntelliDyne Jobs for Veteransexternal

Full-time

Posted 26 days ago

Key responsibilities

  • Manage, mentor, and develop a team of 10-15 Tier 1 help desk agents, including scheduling, coaching, and performance evaluations.

  • Oversee Tier 1 ticket queues to ensure SLAs and KPIs are met or exceeded, and coordinate escalations to Tier 2/3 teams.

  • Generate performance reports, review ticket quality and customer satisfaction, and implement process improvements.

Job description

IT Help Desk Manager
Location: Herndon, VA (100% Onsite)
Clearance: Active Secret or higher
Status: Exempt
About This Role
The IT Help Desk Manager is responsible for leading and supporting a team of 10-15 Tier 1 help desk agents in a fast-paced service delivery environment. This position ensures high-quality customer service, timely incident resolution, and continuous improvement of help desk operations. The Manager oversees daily queue management, agent performance, training, and alignment with IT service management (ITSM) standards.
Responsibilities
Team Leadership & Supervision
  • Manage, mentor, and develop a team of 10-15 Tier 1 agents, promoting a positive and productive work environment.
  • Schedule staff to ensure appropriate coverage across operating hours.
  • Conduct regular one-on-ones, team meetings, and performance evaluations.
  • Provide coaching, remedial training, and escalation support as needed.

Operational Management
  • Oversee Tier 1 ticket queues to ensure SLAs and KPIs are consistently met or exceeded.
  • Monitor ticket volume, trends, and service quality to identify operational improvements.
  • Ensure proper documentation, categorization, and prioritization of all incidents and requests.
  • Coordinate escalations to Tier 2/3 teams following established workflows.

Customer Service & Quality Assurance
  • Maintain a customer-first culture across the help desk.
  • Handle complex or escalated customer issues with professionalism and urgency.
  • Review ticket quality and customer satisfaction results, implementing process improvements where needed.

Training & Development
  • Onboard new team members and provide ongoing training in tools, processes, and customer service best practices.
  • Maintain up-to-date knowledge base articles, scripts, and troubleshooting guides.
  • Identify skill gaps and develop targeted training plans.

Reporting & Continuous Improvement
  • Generate regular performance reports on KPIs (first-call resolution, SLA compliance, CSAT scores, etc.).
  • Participate in ITSM process improvement initiatives and cross-team coordination efforts.
  • Recommend changes to improve service delivery, workflows, and technical proficiency across the team.

Required Qualifications
  • 5-10 years of experience in an IT support environment, with at least 1-2 years in a supervisory or lead role.
  • Strong understanding of Tier 1 support operations, troubleshooting techniques, and IT service workflows.
  • Experience with ITSM ticketing systems (e.g., ServiceNow, Cherwell, Jira Service Management, Remedy).
  • Excellent interpersonal, communication, and conflict-management skills.
  • Strong organizational skills with the ability to manage multiple priorities in a fast-paced environment.
  • Ability to analyze metrics and drive performance improvements.
  • Working knowledge of Windows operating systems, Office 365, basic networking, and common enterprise applications.
  • Active Secret clearance or higher.
  • HDI Certification (e.g., Support Center Manager or Desktop Support Manager)

Preferred Qualifications
  • ITIL Foundation certification.
  • MCP, MCSA or MCSE certifications.
  • Experience supporting enterprise or government environments.
  • Knowledge of SLA management and service desk best practices.
  • Experience leading teams of 10+ employees in a high-volume support environment.

About Us
IntelliDyne, LLC empowers government organizations through the delivery of quality, mission-aligned services and innovative, people-first IT solutions. IntelliDyne has earned the designation of a Top Workplace by providing an inclusive and supportive environment where employees have a voice and are challenged to provide innovative solutions to our clients of national, state, and local importance.
For individuals with disabilities who would like to request an accommodation, please contact staffing@intellidyne-llc.com or 703-575-9715.

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