Help Desk Associate Jobs in Gaithersburg, MD (NOW HIRING)

The Help Desk Specialist will act as the first point of contact for technical assistance, ensuring timely resolution of user issues while maintaining a strong focus on customer service, operational continuity, and adherence to federal IT standards.

This position requires a proactive, solutions-oriented professional who can effectively troubleshoot a wide range of hardware, software, and system issues across both PC and Mac environments.

Ardent Eagle Solutions (AES) is seeking a Help Desk Specialist to support a Department of Commerce (DOC) program. This role serves as a critical front-line resource responsible for delivering high-quality technical support to end users across a dynamic, mission-driven environment.

• Serve as the primary point of contact for end-user technical support via phone, email, web portals, and in-person interactions
• Provide troubleshooting and resolution support for:
  • Email systems and account access
  • Network directories and user permissions
  • Computer operating systems (Windows and macOS)
  • Standard desktop applications (e.g., Microsoft Office Suite)
  • Applications developed or deployed under the contract
• Diagnose and resolve hardware and software issues, including desktops, laptops, and peripheral devices
• Support and troubleshoot printer and connectivity issues
• Document, track, and manage incidents and service requests using a ticketing system
• Escalate complex or unresolved issues to appropriate technical teams, ensuring proper follow-through
• Maintain accurate records of issues, resolutions, and user interactions
• Provide clear, professional communication and guidance to users with varying levels of technical proficiency
• Contribute to knowledge base articles and standard operating procedures as needed

• Approximately 2 years of experience in a help desk, technical support, or related IT support role
• Demonstrated ability to troubleshoot hardware and software issues across multiple platforms
• Experience supporting both Windows (PC) and macOS environments
• Strong customer service skills with the ability to communicate technical information clearly and effectively
• Familiarity with ticketing systems and incident management processes
• Ability to prioritize tasks and manage multiple support requests in a fast-paced environment
• This position may require the ability to obtain and maintain a Public Trust clearance or other government suitability determination

Associate's Degree (AA/AS) in Information Technology, Computer Science, or a related field

• Equivalent combination of education and relevant experience may be considered in lieu of a degree

This position supports a hybrid work schedule and requires regular on-site presence in Washington D.C.

Employees will be expected to report on-site several days per week, with the specific schedule determined in coordination with their Supervisor. As such, candidates must reside within a reasonable commuting distance of Washington, D.C. This position is not eligible for full-time remote work or for candidates located outside of the local commuting area.

Standard working hours are based on a 40-hour work week, Monday through Friday. While some flexibility may be available, employees are generally expected to be available during core business hours of 9:00 AM - 3:00 PM ET.

When working remotely, employees must have access to a reliable internet connection and a suitable work environment that supports productivity and compliance with company policies.

This position supports a hybrid work schedule, which means employees are authorized to alternate between on-site and telework days on a schedule agreed upon and approved by their Supervisor. All employees must adhere to the Company's "Work from Home and Telework" policies and procedures as outlined in the Employee Handbook and must sign the Employee Handbook Acknowledgement prior to being authorized to work remotely.

The compensation range for this position is $26 - $33 per hour. Compensation will be discussed in greater detail with candidates who advance in the interview process, allowing for a comprehensive evaluation of qualifications and alignment with role requirements.

Compensation Disclaimer:The salary range provided for this position represents a general guideline. Final compensation will be determined at the Company's discretion based on a variety of factors, including but not limited to relevant experience, skills, education, internal equity, geographic location, and contract requirements. Not all candidates will be eligible for the upper end of the salary range.

At Ardent Eagle Solutions, we offer a comprehensive benefits package for our employees and their families. For employees covered under the Service Contract Act (SCA), we provide a Health & Welfare payment that can be used to purchase health benefits. SCA employees also have the option to enroll in our company-sponsored plans at full cost. All employees may take advantage of additional programs, including:

• Matching 401(k) Plan
• Continuing Education Assistance
• Paid Time Off

This job description is intended to describe the general scope of work and level of work that is needed to perform while on task with Ardent Eagle Solutions. Other duties may be assigned. Selected candidates may undergo a government security investigation and must fulfill eligibility criteria for accessing classified information. US citizenship may be a prerequisite for certain roles.

Ardent Eagle Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration without regard to disability or protected veteran status.