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It Help Desk Trainee Jobs (NOW HIRING)

IntelliDyne

IT Help Desk Manager

Herndon, VA

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 ...

BC Tech Pro

IT Help Desk

Iuka, MS · On-site

$20.50/hr

... of a variety of technology-based products typically associated with an end-user computing ... Perform all assigned desk-side support activities * Display outstanding technical and professional ...

Seneca Resources Company, LLC

IT Help Desk

Norcross, GA · On-site

IT Help Desk Analyst Location: Norcross, GA Work Environment: Call Center Start Date: January 2026 Position Performance Measures * Calls handled per hour * Percentage of escalated calls * Not-ready ...

GFI Digital

Print IT Help Desk

Hazelwood, MO · On-site

The GFI office equipment Help Desk is part of the Field IT team and is an additional resource for our MFP and MPS customers. The Print IT Help Desk team members are our first responders in IT service ...

Enterfusion

IT Help Desk Technician

Orlando, FL · On-site

$48K - $65K/yr

As an IT Help Desk Technician, you will serve as the initial point of contact for clients facing technical difficulties. Your role will be essential in delivering prompt and effective troubleshooting ...

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How much do it help desk trainee jobs pay per hour?

As of Sep 9, 2026, the average hourly pay for it help desk trainee in the United States is $23.10, according to ZipRecruiter salary data. Most workers in this role earn between $19.23 and $26.44 per hour, depending on experience, location, and employer.

What is an IT Help Desk Trainee?

IT Help Desk Trainees are entry-level professionals who assist users with technical issues related to computer hardware, software, networks, and other IT systems. They work under the supervision of experienced IT staff to learn troubleshooting, customer service, and problem-solving skills. Trainees typically respond to support tickets, guide users through solutions, and escalate more complex problems to senior technicians. This role is often the first step toward a career in IT support or system administration.

What are the key skills and qualifications needed to thrive as an IT Help Desk Trainee?

To thrive as an IT Help Desk Trainee, you need a foundational understanding of computer systems, troubleshooting techniques, and basic networking concepts, often accompanied by a relevant associate degree or technical certifications like CompTIA A+. Familiarity with ticketing systems, remote desktop tools, and basic operating system environments is typically required. Strong communication skills, patience, and a customer-focused attitude help trainees excel in resolving user issues effectively. These skills and qualities are crucial for providing timely technical support and ensuring user satisfaction in a fast-paced IT environment.

What are some common challenges faced by IT Help Desk Trainees, and how can they be overcome?

IT Help Desk Trainees often encounter challenges such as troubleshooting unfamiliar technical issues, managing high volumes of support requests, and communicating complex information to non-technical users. To overcome these, trainees should actively seek feedback from experienced team members, use available knowledge bases, and practice clear, patient communication. Building strong problem-solving skills and developing effective time management habits are also key to handling the fast-paced environment and progressing in the role.

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IT Help Desk Manager

Herndon, VA

IntelliDyne
See more jobs at IntelliDyneexternal

Full-time

Posted 22 days ago

Key responsibilities

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

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

  • Handle complex or escalated customer issues, 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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