IT Help Desk/Web Support Specialist

Full-time, salaried position starting on or before September 30th, 2026
Hybrid if based in DC Metro area
Open to Remote - must reside within the United States
Must be eligible to work in the United States without sponsorship, now or in the future

The Opportunity

We're looking for an IT Help Desk Specialist / Web Support Specialist who enjoys solving technical problems, supporting end users, and learning new technologies in a mission-driven federal environment.

This role is ideal for someone who wants more than a traditional help desk position. While end-user support is your primary focus, you'll also gain experience supporting agency websites, learning federal web publishing practices, and receiving hands-on training in Section 508 digital accessibility.

If you're someone who enjoys helping people, learning new technology, and growing your technical skills, this role offers the opportunity to build experience across desktop support, web technologies, accessibility, and federal IT operations.

Responsibilities

Help Desk & End User Support

• Serve as the primary point of contact for agency employees requiring technical assistance with desktops, laptops, mobile devices, printers, software applications, and network connectivity.
• Receive, prioritize, document, and resolve help desk requests using the agency's service management system.
• Diagnose and troubleshoot Windows 11 operating systems, Microsoft 365 applications, authentication issues, printers, peripherals, and network connectivity problems.
• Provide technical support in person, by phone, email, remote support tools, and ticketing systems.
• Install, configure, maintain, and troubleshoot approved hardware, software, and peripheral equipment.
• Assist users with password resets, account access, Microsoft 365 applications, collaboration tools, and other supported technologies.
• Escalate complex issues when appropriate while tracking incidents through resolution.
• Maintain accurate documentation of service requests, technical procedures, recurring issues, and equipment inventories.
• Support workstation deployments, hardware replacements, software upgrades, and other IT initiatives.
• Develop user documentation, knowledge base articles, and technical support resources.
• Deliver exceptional customer service while communicating technical concepts clearly to users with varying technical backgrounds.

Web Support & Content Management

• Assist with maintaining agency websites, intranet sites, and other web-based resources.
• Create, edit, format, and publish web content using agency-approved content management systems.
• Perform basic HTML updates including text, hyperlinks, headings, tables, images, metadata, and page formatting.
• Review websites for formatting issues, broken links, outdated information, and usability concerns.
• Support content owners with publishing approved information to agency websites.
• Follow agency web publishing standards, templates, security requirements, records management practices, and approval workflows.
• Coordinate with communications, cybersecurity, and technical teams to resolve web-related issues.
• Assist with testing websites across supported browsers and devices.

Section 508 Accessibility Support

• Participate in agency-provided training covering Section 508 requirements and digital accessibility standards.
• Assist with accessibility reviews of web content and electronic documents.
• Apply accessibility best practices when creating, editing, or publishing web content.
• Help identify and remediate accessibility issues involving document structure, headings, hyperlinks, images, alternative text, tables, forms, and keyboard navigation.
• Utilize agency-approved automated and manual accessibility testing tools.
• Collaborate with content owners and technical teams to resolve accessibility findings.
• Maintain documentation of accessibility reviews, remediation efforts, and compliance activities.
• Continue developing knowledge of federal accessibility standards and emerging best practices.

Minimum Qualifications 

• At least 1 yr. of experience providing Help Desk, Desktop Support, Technical Support, or similar IT customer support.
• Working knowledge of Windows operating systems, computer hardware, software applications, printers, and peripheral devices.
• Experience maintaining websites or intranet content.
• Working knowledge of HTML and CSS.
• Experience using Help Desk ticketing or IT Service Management (ITSM) systems.

Preferred Qualifications

• Experience supporting users in a federal government.
• Experience using Content Management Systems (CMS).
• Familiarity with Web Content Accessibility Guidelines (WCAG) or Section 508 requirements.
• Experience performing accessibility reviews or remediation of web content and electronic documents.
• Experience creating technical documentation, user guides, or knowledge base articles.

Pay Transparency

Compensation for roles at Meridian varies depending on a wide array of factors including, but not limited to, the specific practice, role, skillset, and level of experience. As required by law, Meridian provides a reasonable range of compensation for roles that may be hired.

Base Salary Range is $65,000 - $75,000 is available for this specific role.