IT Help Desk Technician

Company Summary

Arlo Solutions (Arlo) is an information technology consulting services company that specializes in delivering technology solutions. Our reputation reflects the high quality of the talented Arlo Solutions team and the consultants working in partnership with our customers. Our mission is to understand and meet the needs of both our customers and consultants by delivering quality, value-added solutions. Our solutions are designed and managed to not only reduce costs, but to improve business processes, accelerate response time, improve services to end-users, and give our customers a competitive edge, now and into the future. 

POSITION SUMMARY

Arlo Solutions LLC is seeking a motivated and detail-oriented IT Help Desk Technician to join our growing Information Technology team. In this junior-level role, you will serve as a primary point of contact for end-user technical support assisting both internal Arlo staff and federal client personnel with hardware, software, and network-related issues. You will operate within a hybrid work model, requiring both on-site presence at our Washington DC office and remote support capability.

This is an excellent opportunity for a technically inclined individual looking to build a career in IT support within the government contracting environment. You will gain hands-on experience with enterprise systems, ITSM tools, and IT service management best practices in a mission-focused setting.

LOCATION:  Remote

KEY RESPONSIBILITIES

Technical Support & Incident Resolution

• Serve as the first point of contact (Tier 1/) for all IT support requests submitted via phone, email, or ticketing system.
• Diagnose and resolve hardware, software, network, and peripheral issues in a timely and professional manner.
• Escalate complex or unresolved issues to senior IT staff with thorough documentation of troubleshooting steps taken.
• Support remote and on-site users across Windows and potentially Mac environments.

Ticketing & Documentation

• Create, manage, track, and close help desk tickets using the organization's ITSM platform (e.g., ServiceNow, Jira, or equivalent).
• Maintain accurate and thorough records of all incidents, service requests, and resolutions.
• Contribute to and maintain the internal IT knowledge base and standard operating procedures (SOPs).

Systems & Account Management

• Assist with user account and device provisioning, modifications, and deprovisioning in Active Directory and Microsoft 365.
• Support employee onboarding and offboarding processes from an IT perspective.
• Perform software installations, updates, patches, and configuration on end-user devices.
• Assist in managing hardware inventory including laptops, desktops, monitors, and peripherals.

Security & Compliance Awareness

• Follow and enforce IT security policies in alignment with government contracting requirements.
• Assist with basic cybersecurity tasks including password resets, MFA enrollment, and phishing incident reporting.
• Support compliance efforts related to frameworks such as NIST 800-171 or CMMC as directed.

Customer Service & Communication

• Deliver high-quality, professional customer service to all end users — including federal client personnel.
• Communicate technical concepts clearly and effectively to non-technical staff.
• Maintain a positive, solutions-oriented attitude under pressure and during high-volume ticket periods.

REQUIRED QUALIFICATIONS

• 1–2 years of experience in an IT help desk, technical support, or desktop support role.
• Familiarity with Windows 10/11 operating systems and Microsoft 365 applications (Outlook, Teams, SharePoint, OneDrive).
• Basic understanding of networking concepts including TCP/IP, DNS, DHCP, and VPN.
• Experience using or willingness to learn ticketing and ITSM platforms (ServiceNow, Jira, Freshdesk, or equivalent).
• Strong troubleshooting skills with the ability to independently diagnose and resolve common hardware and software issues.
• Excellent verbal and written communication skills with a customer-first mindset.
• Ability to work independently in a hybrid environment and manage multiple open tickets simultaneously.
• U.S. Citizenship required (position supports federal government clients).

PREFERRED QUALIFICATIONS

• CompTIA A+ certification (required or willing to obtain within 6 months of hire).
• CompTIA Security+ certification (strongly preferred fo