IT Help desk Technician

About the role

SYSCOM, Inc. is seeking a dedicated IT Help Desk Technician to join our team in Baltimore, Maryland. As a growing organization, we rely on technology to support our daily operations, and we are looking for a customer-focused professional who can provide reliable technical support to our employees and ensure the smooth functioning of our IT systems.

Responsibilities

• Serve as the first point of contact for employees experiencing technical issues, providing prompt and courteous support via phone, email, or in person.
• Diagnose and troubleshoot hardware, software, and network issues, escalating complex problems to senior IT staff when necessary.
• Install, configure, and maintain computer systems, peripherals, and software applications.
• Set up new user accounts, manage permissions, and support onboarding of new employees with necessary equipment and system access.
• Monitor and maintain IT inventory, including hardware and software licenses.
• Document technical issues and resolutions in the ticketing system to build a knowledge base for recurring problems.
• Assist with routine maintenance tasks, including software updates, patches, and system backups.
• Support basic network troubleshooting, including connectivity issues with printers, Wi-Fi, and VPN access.
• Educate employees on best practices for IT security and basic troubleshooting techniques.

Requirements

• Associate's degree or certification in Information Technology, Computer Science, or a related field, or equivalent practical experience.
• Prior experience in a help desk, technical support, or customer service role is preferred.
• Working knowledge of Windows and/or macOS operating systems.
• Familiarity with Microsoft Office 365, Active Directory, and remote desktop tools.
• Basic understanding of networking concepts, including TCP/IP, DNS, and VPN.
• Strong problem-solving skills and the ability to troubleshoot technical issues methodically.
• Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical users.
• Ability to prioritize and manage multiple support tickets in a fast-paced environment.
• Relevant certifications such as CompTIA A+, Network+, or ITIL are a plus.

Benefits

• Competitive salary based on experience and qualifications.
• Comprehensive health, dental, and vision insurance options.
• Opportunities for professional development and IT certifications.
• Collaborative and supportive team environment.
• Paid time off and company-observed holidays.

This response is AI-generated, for reference only.