Help Desk Technician

Description

The Help Desk Technician provides daily support to employees who are using software, hardware, or other computer systems and need help completing tasks. They are responsible for troubleshooting problems through diagnostic tests and remote access to computers, coordinating PC hardware, software, and peripheral installations and upgrades, and providing support for telephony, operational activities, and other technologies as directed. They must have sufficient technical knowledge, be able to communicate effectively to understand and explain solutions, and be customer-oriented and composed when dealing 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 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.
• Assist employees with PCs, mobile devices, printers, and related equipment (monitor, keyboard, mouse, hard drives, etc.).
• Support software applications, including troubleshooting programs, testing, and applying new software releases.
• Have 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 support the company’s physical office (e.g., connections for employees’ workstations and phones, wireless access points, routers, computer server room, etc.).
• Possible additional travel to satellite PD offices in the DMV area.
• Possible after‑hours/weekend work.
• Ability to lift up to 50 lbs.
• Perform other duties as assigned.

Rockville, MD

9:00 am – 5:00 pm 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 and have a strong sense of urgency and prioritization.

Must have great attention to detail, excellent verbal and written communication skills, and be motivated, organized, and work well under pressure.

Must be able to work well without direct supervision and lift up to 50 lbs.

Strong background in Microsoft Active Directory, Active Directory User Management, Group Policy Management, NTFS Permissions, Office 365 and Azure cloud services, Intune Management, Conditional Access Policies, Privileged Identity Management, and Office 2010 and above.

Required EOE M/F/D/V