IT Help Desk Technician - Onsite Support & Troubleshooting

Job Description

The Help Desk Technician provides daily support to employees who are using software, hardware, or other computer systems and needs help completing tasks. They are responsible for troubleshooting problems through diagnostic tests and remote access to computers. They assist in coordinating PC hardware, software and peripheral installations, and upgrades. In addition, they provide support for telephony, operational activities, and other technologies, as directed.

They must have sufficient technical knowledge and be able to communicate effectively to understand the problem and explain its solution. They must also be customer-oriented and composed to deal with demanding customers.

• Provide phone and helpdesk support for local and off-site employees.
• Diagnose system errors and other issues.
• Follow-up with employees to ensure issues are resolved.
• Assist with the onboarding and training of new employees.
• Set up new employee accounts and delete terminated employee accounts.
• Manage helpdesk tickets in a timely manner.
• Utilize ticket tracking system to document all support incidents.
• Assist with maintaining inventory of hardware, software and support assets.
• Responsible for assisting employees with PC’s, mobile devices, printers, and related equipment (monitor, keyboard, mouse, hard drives, etc).
• Support software applications, including troubleshooting programs, testing, and applying new software releases.
• A basic understanding of Cybersecurity technologies (MFA, DUO, MDM, etc).
• Meet SLA’s, KPI’s and Metrics as defined.
• Primary onsite work at the Rockville Md. Office to assist in supporting the company’s physical office (e.g., connections for employees’ workstations and phones, wireless access points, routers, computer server room, etc.).
• Possible additional travel may be required to satellite PD offices in the DMV area.
• Possible after-hours/weekend work.
• Ability to lift up to 50lbs.
• Perform other duties as assigned.

Rockville, MD

9:00am - 5:00pm EST Monday - Friday

$24.04 - $27.00 per hour

• Medical
• Dental
• Vision
• Health Savings Account
• Life Insurance
• Voluntary Long Term Disability
• PTO
• Paid Holidays
• 401(k)
• Employee Assistance Program (EAP)
• Maternity Leave

Minimum of 2 years’ experience in Information Technology, specifically in user support for hardware/software problems. Good understanding of computer systems, mobile devices, and other tech products. Ability to diagnose and solve basic technical issues. Must have great attention to detail and excellent verbal and written communication skills. Must be motivated, organized, and work well under pressure. Must be able to work well without direct supervision.

Must have a strong sense of urgency and ability to prioritize. Ability to lift up to 50lbs. Strong Background In:
Microsoft Active Directory, Active Directory User Management, Group Policy Management, NTFS Permissions, Office 365 and Azura cloud services, Intune Management, Conditional Access Policies, Privileged Identity Management, Office 2010 and above. Required EOE M/F/D/V.