{"id":3280575,"url":"https://alion.io/job/idemia-senior-help-desk-technician","title":"Senior Help Desk Technician","company":{"id":53001,"name":"IDEMIA","domain":"idemia.com","url":"https://alion.io/company/idemia","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"iCIMS","truth_index":null},"role":"Support","role_family":"Support","seniority":"senior","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Reston, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":69000,"max_usd":142000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":504},"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Windows","optional":false},{"name":"Active Directory","optional":true},{"name":"ITSM","optional":true},{"name":"Jira","optional":true},{"name":"Microsoft Entra ID","optional":true},{"name":"Microsoft Teams","optional":true}],"status":"live","first_seen_at":"2026-10-26T16:18:48Z","employer_posted_date":"2026-10-26","last_verified_at":"2026-11-01T21:59:47Z","board_verified":true,"closed_at":null,"days_open":6,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":6},"description":"Overview\nIDEMIA Public Security, a division of IDEMIA Group, is the leading provider of secure and trusted biometric-based solutions, transforming public and private organizations across the globe. Our industry-enabled and client-specific solutions draw upon decades of expertise in biometrics to revolutionize the fields of public security, justice and public safety, travel and transport, identity, and access control. Built on privacy and trust, our market-leading iris, fingerprint and facial recognition solutions top independent benchmarking for accuracy, fairness and scalability. These exacting standards enable our clients to build safer, fairer societies where people can live, interact, and move about freely. With 4000+ employees around the world and 150+ partners worldwide, we offer more than just a job - we provide a dynamic environment where innovation thrives, opportunities abound, and your talents are valued. Be part of a global leader shaping the future of biometric based technology. Learn more here.\nResponsibilities\nWe are seeking a customer-focused and technically skilled Senior Helpdesk Technician to provide onsite IT support for employees across IDEMIA Public Security (IPS) in our Reston Office. This role serves as the first point of contact for end-user technology support, ensuring employees have the tools, systems, and technical assistance needed to perform their jobs effectively. The ideal candidate is a proactive problem solver who thrives in a fast-paced environment and is committed to delivering exceptional customer service while maintaining IT standards, processes, and security protocols. Key ResponsibilitiesEnd-User Support & Troubleshooting\nServe as the primary onsite IT support resource for employees, providing timely and professional technical assistance.\nRecord, diagnose, troubleshoot, and resolve hardware, software, mobile device, and network-related issues.\nEscalate complex technical issues to appropriate IT teams and ensure timely follow-up through resolution.\nProvide support through in-person, phone, email, and remote assistance channels.\nDevice Deployment & Management\nInstall, configure, and deploy desktops, laptops, workstations, tablets, mobile phones, printers, and other IT equipment.\nPerform hardware upgrades, software installations, system updates, and equipment replacements as needed.\nSupport employee onboarding, offboarding, and workplace technology setups.\nCustomer Service & Training\nDeliver a high level of customer service while supporting employees with technical issues.\nProvide end-user training and guidance on company systems, applications, devices, and IT best practices.\nCommunicate technical information clearly to users of varying technical backgrounds.\nTicket Management & Documentation\nCreate, update, and maintain accurate service tickets and technical documentation.\nTrack incidents, service requests, and resolutions while meeting established service level expectations.\nMaintain complete records of work performed and ensure proper knowledge sharing.\nIT Operations & Compliance\nAdhere to all IT policies, processes, standards, security requirements, and procedures.\nAssist with hardware and software inventory management and asset tracking.\nSupport IT infrastructure initiatives and technology projects as assigned.\nParticipate in after-hours support for end users, network systems, and critical IT infrastructure when required.\nAdditional Responsibilities\nCollaborate effectively with IT team members and business stakeholders to resolve technical issues.\nSupport continuous improvement initiatives that enhance IT service delivery and user experience.\nPerform other IT-related duties as assigned by the IT Supervisor, Manager, or Director.\nQualifications\nAssociate degree in Information Technology, Computer Science, or related field, or equivalent combination of education and experience.\nMinimum of 5 years of experience in a Help Desk, Desktop Support, or Technical Support role.\nExperience supporting Windows operating systems, Microsoft 365 applications, and end-user devices.\nKnowledge of hardware troubleshooting, software installation, and basic networking concepts.\nExperience using ticketing systems and documenting support activities.\nStrong customer service, communication, and problem-solving skills.\nAbility to prioritize multiple tasks and work independently in a fast-paced environment.\nMust be a U.S. Citizen.\nThis is a fully onsite position located in Reston, Virginia. Candidates must be able to work onsite five days per week and provide hands-on support to employees and workplace technology systems.\nPreferred Qualifications\nExperience supporting Active Directory, Microsoft Entra ID, Intune, or endpoint management solutions.\nFamiliarity with Jira or other ITSM platforms.\nIndustry certifications such as CompTIA A+, Network+, Microsoft Fundamentals, or related certifications.\nExperience supporting mobile devices and enterprise collaboration platforms such as Microsoft Teams.","description_format":"text","description_chars":5000,"description_truncated":false,"requirements":{"experience_years_min":5,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"associate","optional":true},"security_clearance":true,"languages":[]},"benefits":[],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Cybersecurity","Athlete Training","Computer Vision","Supply Chain"],"lifecycle":[{"event":"open","at":"2026-10-26T16:18:48Z"}],"visa":[{"country":"US","licensed_sponsor":true,"evidence":"H-1B filings in 12 months: 2","filings_12m":2,"filings_prev_12m":4,"green_card_filings_12m":0,"median_offered_wage_usd":102500,"route":null,"cap_exempt":false,"checked_at":"2026-10-29T16:27:21+00:00","sources":["US Department of Labor: LCA disclosure data (H-1B, H-1B1, E-3)"],"filings_for_role_12m":0}],"liveness":{"score":82,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.871,"p_room":0.945,"age_days":5,"expected_fill_days":9,"reasons":["conf:0","velocity","win:mid"],"computed_at":"2026-11-01T06:10:25Z"},"pay":null,"html_url":"https://alion.io/job/idemia-senior-help-desk-technician","json_url":"https://alion.io/job/idemia-senior-help-desk-technician.json","meta":{"generated_at":"2026-11-02T00:29:09Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":789,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-03T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":53001},"rest":"https://alion.io/mcp/rest/get_company?id=53001"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fidemia-senior-help-desk-technician"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fidemia-senior-help-desk-technician"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fidemia-senior-help-desk-technician"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/idemia-senior-help-desk-technician\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fidemia-senior-help-desk-technician"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3280575}},{"tool":"search_jobs","arguments":{"company":"idemia.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3280575},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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