IT Helpdesk Support Technician

Select how often (in days) to receive an alert:

Thales Defense & Security, Inc. (TDSI) Headquartered in Clarksburg, MD, is a U.S. company that has been serving domestic and international defense Air, Land and Sea domains for 60+ years. With over 1,000 employees, TDSI and its four subsidiaries (Advanced Acoustic Concepts, Digital Receiver Technology, Tampa Microwave, and Trusted Cyber Technologies), supports U.S. Joint Services, special operations forces and multi-national partners with a variety of communication, visualization, signal intelligence/electronic warfare, and sensor/sonar capabilities.

TDSI’s key technologies include tactical handheld radios, expeditionary satellite terminals, helmet-mounted displays, optics and target recognition capability, advanced radars, undersea sensing and missile systems. Lives depend on what we do!

• Yearly Incentive Compensation Plan
• Medical insurance for self and eligible family members
• Generous 401(k) program- up to 7% company contribution and 100% immediate vesting
• Tuition Reimbursement
• Paid wellness, vacation, and holiday leave
• Paid maternity, paternity, and parental leave
• 9/80 Work Schedule (every other Friday off)
• Hybrid working environment

We are excited to announce that we have an opening in our Clarksburg, MD office for an IT Helpdesk Support Technician
. This role reports to the Associate Client Services Manager.

• Troubleshoot computer system problems and provide solutions full-time via phone support using specific product knowledge, system utilities, and other available resources
• Follow established policies, procedures, operating instructions and processes to provide quality customer support to clients via telephone and/or Help Desk Management application
• Log and properly document all issues, follow-up, and resolution information for each assigned ticket
• Identify customer concerns or issues and resolve, or elevate to Level III Help Desk Technician Team as appropriate
• Take initiative in diagnosing less common issues and collaborate with senior engineers on level 3 problem resolution
• Utilize resources such as FAQ’s, knowledge bases, white papers, websites, resolved ticket information and help tools to locate solutions
• Maintain working knowledge of all Help Desk related policies, procedures, application installation guidelines, system configurations, and current hardware, through on-going training and self-initiated research and study
• Demonstrate a consistent sense of urgency on open issues to ensure timely resolution
• Provide training to other team members as needed

The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• U.S. Citizenship Required
  . Ability to obtain and maintain US Secret Level Security Clearance upon hire
• Associates degree and 0-2 years of IT/helpdesk experience or combination of education and experience
• Knowledge of MS Windows 7/10 Operating Systems
• Knowledge of MS Office
• Experience working with Help Desk ticket management software
• Knowledge of PC Software/PC Hardware installation, troubleshooting and repair
• Ability to navigate challenging situations with composure, professionalism and clear communication
• Ability to follow established guidelines and instructions
• Ability to lift equipment weighing up to 50 Lbs. with/without assistance
• Good problem-solving skills
• Good Time Management and Organization skills, Excellent attendance and punctuality
• Ability to multi-task in fast-paced environment.
• Ability to travel to all TDSI site locations as needed (10% travel)
• Excellent verbal and written communications
  -Fluent in…