Helpdesk Technician

About the role

The Helpdesk Technician is the primary initial point of contact for end-user support for employees located at DAVIS’ offices and project site locations. The primary duties include providing customer service, diagnosis and resolution of problems with PC and laptop hardware, software, network connectivity, printers, and mobile devices.

Responsibilities

• Provides customer service, diagnosis, and resolution of problems with laptop hardware, software, network connectivity, printers, and mobile devices
• Documents reported problems and troubleshooting processes in the helpdesk database and department wiki
• Develops documentation to support projects, programs, and system configurations
• Manages and coordinates vendor activities such as laptop and copier repair
• Maintains inventory of consumables like peripherals, toner, and accessories
• Conducts IT orientation for new users
• Participates in IT projects and maintains relationships with outside technology consultants, technical personnel, and vendors
• Maintains a customer service-oriented attitude and ensures timely resolution of problems / work orders
• Escalates complex tickets to the appropriate party as necessary
• Adheres to and reinforces corporate security policies and industry best practices

Requirements

• Bachelor’s degree in Computer Science, Information Systems, Engineering, Math or related field, or equivalent experience providing information technology support
• Six (6) months of Helpdesk experience preferred
• Experience supporting information technology and business solutions
• Customer service-oriented attitude
• Understanding of networking concepts, equipment, and their role
• Microsoft Windows Operating Systems experience
• Must be able to travel to and from project site locations throughout the DC Metro area to provide IT support and transport IT assets, as needed

Competencies

• Autonomy + Accountability: Usually works autonomously within established procedures and practices; completes work with a limited degree of supervision; can coordinate the work of others but not a supervisor; accountable for work within own role only, but work completed impacts team and/or projects
• Business Impact: Impacts own team, adjacent teams; suggests improvements to modify work practices and processes to achieve results or improve efficiency
• Talent Development: Has no supervisory responsibilities; can provide informal guidance and support team members with less experience
• Problem Solving + Resiliency: Recognizes and solves typical problems that can occur in own work project/department; evaluates and selects solutions from established options

Values

• Trust
• Excellence in Service: Fulfilling our clients’ highest expectations
• Inclusion: Ensuring a culture of respect and acceptance, where all employees have a sense of purpose and belonging
• Integrity: Exhibiting honesty and fairness while holding ourselves accountable for our actions
• Building Relationships: Creating and maintaining strong partnerships through leadership, creative solutions and hard work

Pay

The base salary (or hourly) range for this position is $26.92 - $34.62.

Benefits

• 100% employer-paid health care plan (to include family)
• Life insurance
• Short- and long-term disability benefits
• Annual contribution to your HSA
• Annual incentive bonus
• Paid time off + annual holidays
• Financial benefits (401(k), Roth, and ESOP)
• FSAs
• Fertility and family-forming assistance
• Continuing education
• Employee Assistance Program (EAP)
• On-site fitness center
• Parental leave
• Company vehicle or auto allowance for eligible employees to support business activities

The compensation and benefits information are provided as of the date of this posting. Benefits and incentive compensation may be subject to applicable eligibility. DAVIS reserves the right to modify compensation and benefits at any time, with or without notice, subject to applicable law.