Help Desk Technician

Job Title

Help Desk Technician

Education

N/A

Location

Baltimore, MD - Baltimore, MD US (Primary)
Durham, NC 27701 US

Career Level

Experienced (Non-Manager)

Category

Information Technology

Salary Grade

Date Needed By

Job Type

Full-time

Travel

Job Description

JOB DESCRIPTION

Position Title: Help Desk Technician

Reports to: Vice President - Professional Services Line of Business

Subsidiary: Leisnoi Enterprise Solutions, LLC

Location: Baltimore, MD or Durham, NC

Job Status: Regular Full
-Time

Who We Are

Leisnoi Government Services (LGS) is an Alaska Native Owned Corporation (ANC) focused on providing best-in-class services to clients in the federal and private arenas and delivering value back to our Alaska Native Shareholders. LGS offers a wide-range of General Construction, Environmental Restoration and Remediation Services, Technical Services and Enterprise Solutions. Our culture teaches humility, agility, responsiveness, and endurance as a result, We Listen;
Actively, We Solution;
Strategically and We Execute;
Exceptionally.

Position Summary:

Leisnoi Enterprise Solutions, LLC, (LES), a subsidiary of Leisnoi, Inc., is seeking a experienced Help Desk Technician who would serve as the first point of contact for end users who are experiencing technical issues and provides professional customer support while documenting and resolving incidents in the ticketing system. Performance of the contract shall primarily take place in Durham, NC or Baltimore, MD - Onsite (Not Remote)

This role functions as a Customer Service Representative (CSR) responsible for detailed incident documentation, troubleshooting, and escalation of hardware, software, network, and access issues using the incident management system. Candidates should expect to handle inbound calls and support requests throughout the workday while maintaining accurate records of all activity. All employees supporting this contract are considered mission critical and may be required to report to work during inclement weather or other operational events.

Key Responsibilities include, but are not limited to:

Incident Management & Call Intake

• Serve as the first point of contact for technical support requests in a call center environment

• Document all incidents and service requests in the ticketing system (Service Now or CAPRS)

• Provide accurate and detailed documentation of reported problems for both phone and virtual support requests

• Determine issue scope, impact, and priority while initiating the appropriate resolution path

Technical Support

• Provide troubleshooting support for hardware, software, printer, network, and access related issues

• Assist users with general inquiries and "how to" guidance related to systems and applications

• Diagnose and resolve common technical issues using knowledge base documentation and diagnostic procedures

• Escalate complex incidents to Level 2 support when necessary

Ticket Management

• Open a service ticket for every customer interaction

• Maintain accurate and timely updates to all tickets

• Follow up with customers, vendors, and internal teams to ensure resolution

• Close tickets only when issues are fully resolved and documented

Operational Awareness

• Monitor email, messaging platforms, and alerting systems to remain aware of enterprise-wide issues

• Communicate operational events or critical incidents to management as required

• Dispatch vendor hardware maintenance requests following established SOP procedures

Reporting & Compliance

• Assist in documenting severity incidents and operational reports as required
• Follow all contract Standard Operating Procedures (SOP) and call center policies
• Maintain compliance with federal service desk operational standards

Education:

• The candidate must hold at least one of the following certifications: HDI Customer Service Representative, HDI Desktop Support Technician or an CompTIA A+ certification.
• Candidates supporting this function shall have a minimum of one year experience service in a help desk role and experience with Windows Operating System workstation/server, Microsoft Systems Management Server (SMS), Microsoft Exchange/Outlook, client/server applications, Transmission Control Protocol Label Switching…