Help Desk Technician

Job Title: Help Desk Technician

Reports to: Vice President - Professional Services Line of Business

Location: Baltimore, MD or Durham, NC

Job Type: Full-time

Leisnoi Enterprise Solutions, LLC, a subsidiary of Leisnoi, Inc., is seeking an experienced Help Desk Technician to serve as the first point of contact for end users who are experiencing technical issues. The role 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).

• 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

• 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

• 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

• 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

• 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

• The candidate must hold at least one of the following certifications: HDI Customer Service Representative, HDI Desktop Support Technician or a 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 (MPLS), VoIP, and Cisco Routers.

Must be able to obtain and maintain a Public Trust clearance.

Durham, NC or Baltimore, MD. Candidates must reside within a reasonable commuting distance of the designated call center as this is an onsite position –
not remote
.

Hours vary based on shifts and location.

$21.00 hourly

Leisnoi is an Equal Opportunity Employer. Leisnoi considers all applicants for employment without regard to race, color, sex, national origin, religion, age, physical or mental disability, family responsibility, marital status, sexual orientation, political affiliation, veteran's status or any other legal protected status. Pursuant to The Alaska Native Claims Settlement Act 43 U.S.C. Sec. 1601 et seq., and federal contractual requirements, Leisnoi Corporation may legally grant certain preference in employment opportunities to Leisnoi Shareholders and their Descendants.

EOE/AA/M/F/D/V