IT Help Desk/Web Support Specialist

Role overview This position blends IT help desk support with website publishing assistance for a federal agency environment. The specialist will serve as a primary contact for end-user technology issues while also helping maintain agency websites, intranet content, and digital accessibility compliance. It suits someone who enjoys helping people, wants exposure beyond a traditional support desk, and is eager to learn federal web publishing and accessibility practices.

Responsibilities - Act as the first point of contact for agency staff needing help with desktops, laptops, mobile devices, printers, peripherals, software, and network connectivity. - Log, prioritize, and resolve tickets through an IT service management platform, escalating complex incidents as needed. - Diagnose issues involving Windows 11, Microsoft 365, authentication, printers, and peripherals across phone, email, in-person, and remote channels. - Create, edit, and publish web content in approved content management systems, including basic HTML updates for text, links, headings, tables, and images. - Review agency websites for broken links, formatting problems, and outdated content, then coordinate fixes with communications, cybersecurity, and technical teams. - Support Section 508 accessibility reviews by running approved testing tools and documenting remediation of web pages and documents.

Requirements - At least one year of experience delivering help desk, desktop support, or similar IT customer support. - Working knowledge of Windows operating systems, computer hardware, printers, peripherals, and common software applications. - Hands-on experience maintaining websites or intranet content. - Working knowledge of HTML and CSS. - Familiarity with help desk ticketing or IT service management (ITSM) systems.

Nice to have - Prior experience supporting users in a federal government setting. - Experience with content management systems and Web Content Accessibility Guidelines (WCAG) or Section 508 requirements. - Background performing accessibility reviews or remediating web and document accessibility issues. - Ability to produce user guides, knowledge base articles, or other technical documentation.

Benefits and work setup - Full-time salaried role with a target start on or before September 30, 2026. - Hybrid schedule available for candidates in the DC Metro area; remote within the United States is otherwise offered. - Candidates must be eligible to work in the U.S. without sponsorship. - Base salary range of $65,000 to $75,000. - Benefits package includes medical, dental, and vision coverage, a 401(k) with company match, company-paid life insurance, an employee assistance program, caregiver and adoption support, and financial coaching. - Generous paid time off and flexible remote work arrangements supporting work-life balance, plus ongoing learning and development opportunities.