About Careertakes

👉 Important disclosure: Careertakes is a third-party recruiting platform supporting this hiring process. If selected, you will be employed directly by our client, IT.

Applicants for this role may also receive access to additional matched opportunities through the Careertakes platform.

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Role Overview

This Confidential Client opportunity seeks an experienced IT Helpdesk Technician II to provide Tier II, in-person desktop and service-desk support at FCC HQ and GB campuses in Washington, DC. You will troubleshoot hardware, software, and network issues, manage tickets, support VIP users, and help maintain SLA performance while developing hands-on federal IT support experience.

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What You’ll Do

• Respond to end-user tickets for hardware, software, and network issues (Tier II troubleshooting).
• Perform workstation setup, imaging, and peripheral installs.
• Track, update, and resolve incidents using the ticketing system; monitor SLA compliance.
• Provide VIP and onsite support as required and maintain clear documentation.
• Answer and manage incoming calls routed through automated call-distribution systems.
• Write clear, actionable email communications and user instructions.
• Train end users on common technical issues and standard procedures.
• Other duties as assigned to meet operational needs.

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Minimum Qualifications

• Bachelor’s degree with a background in Information Technology (coursework or relevant projects), OR
• High school diploma or GED plus a minimum of 4+ years of relevant IT support experience (post-secondary education may substitute for experience on a year-for-year basis).
• U.S. citizenship required and ability to obtain Public Trust clearance.
• Successful completion of background check and drug screening.

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Preferred Qualifications

• Active CompTIA A+ certification (preferred).
• Prior experience at a federal service desk or supporting FCC or similar government sites.
• Hands-on experience with Windows desktop support, Microsoft Office applications, and common enterprise ticketing systems.

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Knowledge, Skills & Abilities

• Strong customer-service orientation and professional phone manner.
• Ability to work independently and as part of a team in a fast-paced environment.
• Excellent written and verbal communication skills; ability to write clear user instructions.
• Good problem-solving and troubleshooting skills; ability to think abstractly and visualize solutions.
• Strong organizational skills and ability to manage multiple priorities.
• Comfortable providing in-person support and training to non-technical users.

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Location & Compensation

• Location: Washington, DC (on-site at FCC HQ and GB campuses).
• Employment type: Full-time.
• Estimated pay (provided by source): USD $23.18/hr — USD $26.44/hr.

Note: Careertakes and our client comply with applicable local pay-transparency and employment laws. This posting does not discriminate on any legally protected basis.

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How You’ll Grow

Confidential Client invests in professional development. Expect on-the-job learning, formal training opportunities, and exposure to federal IT operations that support long-term career growth in desktop support, service desk leadership, or cybersecurity/ops roles.

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Benefits & Culture

Confidential Client offers a benefits package and a supportive culture focused on employee wellbeing, continuous learning, and community impact. Specific benefits are provided by the employer at offer stage.

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Applicant Requirements & Notices

• Must be a U.S. citizen and able to obtain a Public Trust clearance.
• Offers contingent on successful background and drug screening.
• Confidential Client is an equal-opportunity employer — candidates will be considered without unlawful discrimination.

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Equal Opportunity & Hiring Transparency

Careertakes and our client are Equal Opportunity Employers committed to building a diverse and inclusive workforce. We prohibit discrimination or harassment of any kind. To support a fair and efficient hiring process, AI tools may be used to assist with application review or resume screening. These tools do not replace human decision-making. Final hiring decisions are made by people.

If you have questions about how your data is used, please contact us directly.