Senior Help Desk Technician

Essential Functions

• Serve as the initial contact for reporting of technical issues and answering questions regarding software, hardware, and/or network issues.
• Accurately diagnose and resolve technical issues.
• Effectively escalate issues to the appropriate resources when necessary.
• Clearly and thoroughly document requests for assistance in our ticket management system, and track incidents through to resolution/escalation.
• Ability to prioritize work and exercise good judgement while managing multiple tasks.
• Provide operational technical support to clients both on-site and remote relating to company managed equipment.
• Manage ongoing maintenance and deployment of new hardware and software for device life cycle.
• Maintain and update service requests and incidents within the IT Service Management (ITSM) tool.
• Provide on-site service support, installation, and configuration with PCs, smart devices, telephony, and network solutions.
• Imaging of desktop and laptop computers—knowledge of System Center Configuration Manager (SCCM) and Azure Intune is a plus.
• Provide setup, configuration, and troubleshooting of video conferences for internal and external meetings.
• Prepare workstations, including the setup and configuration of laptops and desktops.
• Interface with hardware vendors to facilitate repair and installation.
• Continually evaluate opportunities to improve efficiency and effectiveness when resolving issues.
• Manage small projects as needed and effectively communicate technical issues and project execution with IT Managers and Network/Server Engineers.

Qualifications

• Proficiency with current Windows OS.
• Experience with Active Directory & Azure Active Directory, M365 Multifactor Authentication and BitLocker.
• Experience with Administration and Troubleshooting of M365 Cloud Applications to include Exchange Online, OneDrive, Teams, & SharePoint.
• Experience with PowerShell scripting.
• Knowledge and experience supporting, troubleshooting, and configuring PC Hardware and peripherals.
• End-User desktop support, mobile device support, email support, phone support, etc.

Skills

• Demonstrated expertise in critical thinking, active listening, complex problem solving, coordination, instruction, judgment, decision making, and monitoring processes.
• Exceptional skills in oral and written comprehension and expression, problem sensitivity, and both deductive and inductive reasoning.
• Proficient in information organization, with a keen eye for detail and effective prioritization.

Requirements

• Bachelor’s Degree in Management Information Systems, Computer Science, or related field and four years of related experience preferred.
• Four or more (4+) years’ experience in a technical support or helpdesk role.
• A+ or Network+ Certificate required.

Pay

Targeted salary range is $32.55- $37.00 hour based on qualifications and experience.

Schedule

N/A

Benefits

N/A

Benefits

N/A

Pay

N/A

Security Clearance

There are currently no Security Clearance requirements for this position; however, candidates must be able to successfully pass a background check. Due to the location of this work, US Citizenship is required.

Physical Demands

• Ability to sit/stand for prolonged periods of time; confined to workstation.
• Ability to lift objects up to 50 lbs.
• Climbing, stooping, bending, kneeling, crouching or crawling.
• Pulling or pushing.
• Prolonged use of video display terminals.
• Use of hands to finger, handle or feel, hands, arms, feet and legs.
• Sequentially or simultaneous with repetition.
• Ability to ID and distinguish colors.
• Frequent travel from primary place of work.
• Deadlines that require a quick turnaround or demands for work product.
• Reach/relocate items above shoulder.

Location

Dahlgren, VA