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Help Desk Specialist

Location: Arlington, VA

Company: RIVA Solutions Inc

Category: Information Technology

Job Description Apply Now

Title: Help Desk Specialist (Mid-Level)
Location: On-site – Arlington, VA (primary); occasional travel to D.C. and Silver Spring
Term: Full-time
Clearance Requirement: U.S. Citizenship Required to obtain eligible High-Risk Clearance
Travel: 0%

RESULTS. INNOVATION. VALUES. ACCOUNTABILITY.
That’s RIVA.  Our employee-first approach has manifested a culture that attracts the best and brightest.  By investing in people first, and providing a flexible work environment, our employees have higher morale, higher productivity rates, and lower turnover. At RIVA, people are our #1 priority.
Position Overview:
We are seeking skilled Mid-Level Help Desk Specialists to join our high-impact technical support team at the Department of Commerce OIG. This team provides direct Tier 1 and Tier 2 IT support to a geographically dispersed federal workforce of approximately 250 personnel and maintains a critical operations tempo of up to 350 service requests per month. Technicians are expected to deliver responsive, professional support, track all activities, and maintain meticulous documentation.
Core Responsibilities:
  • Serve as the first line of support for all user IT issues, requests, and incidents via phone, email, walk-up, or remote access tools.
  • Provide hands-on support and desk-side visits (as needed) for desktop computers, laptops, tablets, smartphones, and printers.
  • Resolve issues related to Microsoft 365 Apps, Adobe Acrobat, Teams, Tableau, and other approved software.
  • Perform device imaging, configuration, software installs, and repairs under warranty and non-warranty conditions.
  • Maintain weekly updated inventory tracking for all hardware and IT assets using Excel and SharePoint.
  • Assist with VoIP setup, user voicemail troubleshooting, and basic telephone and sidecar configuration support.
  • Provide technical setup, support, and monitoring for Microsoft Teams-based conference room meetings.
  • Respond to physical access requests by following BAMD procedures for OIG headquarters.
  • Contribute to the development and maintenance of service desk SOPs, ensuring compliance with contract guidelines.
  • Log and document all user interactions in the service management system and follow up to confirm resolution satisfaction.
Minimum Qualifications:
  • Associate’s degree in IT or a related field (Bachelor’s preferred), OR 3–5 years of hands-on IT support experience.
  • Proven experience supporting Tier 1 and Tier 2 help desk operations in a federal or enterprise environment.
  • Proficiency in troubleshooting Windows OS, Microsoft 365 suite, conferencing tools, and endpoint devices.
  • Strong technical aptitude, including familiarity with computer hardware, mobile devices, software, networking basics, and remote support tools.
  • Excellent communication skills—capable of explaining technical concepts to users of varying technical backgrounds.
  • Strong active listening, customer service orientation, and empathy when assisting users.
  • Demonstrated ability to diagnose and resolve technical issues independently or escalate when necessary.
  • Highly organized, detail-oriented, and able to manage multiple requests in a fast-paced environment.
  • Effective team player with a willingness to share knowledge and collaborate with peers.
  • Adaptability to evolving technologies and changing priorities, with a proactive approach to continuous learning.
 
RIVA Benefits: 
  • Paid Time Off / Sick Leave
  • Health, Dental, and Vision Coverage
  • Life Insurance
  • Retirement Benefits / 401K with company matching 
  • HSA/FSA Spending Accounts 
  • Long- and short-term disability 
  • Pet Insurance 
  • Wellness Program Initiatives 
  • RIVA Flex  
  • Additional Workplace Benefits 
RIVA Solutions is an Equal Opportunity/Affirmative Action employer.  All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identify, national origin, disability, veteran status, or any protect class.  If you need a reasonable accommodation to search for a job opening or to submit an online application, please email .  Only messages left for this purpose will be returned. 

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