Help Desk Technician

About the role

The Help Desk Technician provides daily support to employees who are using software, hardware, or other computer systems and needs help completing tasks. They troubleshoot problems through diagnostic tests and remote access to computers, assist in coordinating PC hardware, software, and peripheral installations and upgrades, and provide support for telephony, operational activities, and other technologies. The role requires sufficient technical knowledge, effective communication, customer orientation, and composure to handle demanding customers.

Responsibilities

• Provide phone and helpdesk support for local and off-site employees.
• Diagnose system errors and other issues.
• Follow-up with employees to ensure issues are resolved.
• Assist with the onboarding and training of new employees.
• Set up new employee accounts and delete terminated employee accounts.
• Manage helpdesk tickets in a timely manner.
• Utilize ticket tracking system to document all support incidents.
• Assist with maintaining inventory of hardware, software, and support assets.
• Support employees with PCs, mobile devices, printers, and related equipment (monitor, keyboard, mouse, hard drives, etc.).
• Support software applications, including troubleshooting programs, testing, and applying new software releases.
• Demonstrate a basic understanding of Cybersecurity technologies (MFA, DUO, MDM, etc.).
• Meet SLAs, KPIs, and Metrics as defined.
• Primary onsite work at the Rockville, MD office to assist in supporting the company’s physical office (e.g., connections for employees’ workstations and phones, wireless access points, routers, computer server room, etc.).
• Possible additional travel may be required to satellite offices in the DMV area.
• Possible after-hours/weekend work.
• Ability to lift up to 50 lbs.
• Perform other duties as assigned.

Requirements

• Minimum of 2 years’ experience in Information Technology, specifically in user support for hardware/software problems.
• Good understanding of computer systems, mobile devices, and other tech products.
• Ability to diagnose and solve basic technical issues.
• Great attention to detail and excellent verbal and written communication skills.
• Motivated, organized, and able to work well under pressure.
• Ability to work well without direct supervision.
• Strong sense of urgency and ability to prioritize.
• Ability to lift up to 50 lbs.

Skills

• Microsoft Active Directory
• Active Directory User Management
• Group Policy Management
• NTFS Permissions
• Office 365 and Azure cloud services
• Intune Management
• Conditional Access Policies
• Privileged Identity Management
• Office 2010 and above

Schedule

Monday - Friday, 9:00 AM - 5:00 PM EST

Pay

$24.04 - $27.00 per hour

Benefits

• Medical
• Dental
• Vision
• Health Savings Account
• Life Insurance
• Voluntary Long Term Disability
• PTO
• Paid Holidays
• 401(k)
• Employee Assistance Program (EAP)
• Maternity Leave