Help Desk Technician

Overview

Our growing and dynamic managed services team is seeking an experienced Help Desk Technician / Analyst to join the team full-time. This role will be responsible for providing prompt, first-line technical support to end-users across multiple client environments, encompassing a diverse set of technology hardware, software, applications, and platforms. This role will also be responsible for resolving basic to advanced Tier 1 helpdesk support requests with a high degree of customer service and satisfaction.

The ideal candidate is technically skilled, highly organized, meticulous, and thrives in a customer-obsessed entrepreneurial environment where excellent communication and problem-solving are key.

Location: DMV area based, Must be local and able to travel to client site as needed

• Serves as the first point of contact for users seeking technical support via phone, email, or ticketing system.
• Documents, tracks, and monitors all support interactions in the service desk platform. Provide status updates, timelines, and resolution summaries to end users.
• Uses strong analytical skills to diagnose and resolve basic to advanced Tier 1 technology support requests.
• Provides outstanding customer service and communication throughout the lifecycle of a support request and in all user interactions.
• Demonstrates strong knowledge of commonly used concepts, practices, and procedures within IT industry standard frameworks such as ITIL and COBIT.
• Triages and escalates complex support requests to Tier 2/3 support as appropriate.
• Ensures compliance with service level agreements (SLAs) for all support requests.
• Supports end-user devices, including but not limited to laptops, desktops, mobile devices, printers, and peripherals.
• Assists with onboarding/offboarding users, including device provisioning, user account setup, and software/application access.
• Updates detailed technology environment documentation in a documentation platform.
• Maintains accurate inventories of IT assets and prepares periodic inventory reports.
• Participates in internal knowledge sharing and contributes to knowledge base articles.
• Provides continuous feedback on recurring issues to improve support processes.
• Fosters client trust through prompt, courteous, and knowledgeable service.

• 1-3 years of IT support or helpdesk experience (preferably in a managed services multi-client environment).
• Familiarity with Windows OS, Microsoft 365, Azure, and Active Directory Services.
• Working knowledge of basic networking fundamentals (TCP/IP, DNS, DHCP).
• Experience with PSA/RMM and remote support tools.
• Ability to follow SOPs and document solutions.
• Willingness to work shifts or on-call rotations.
• Excellent customer service and interpersonal skills.
• Ability to remain calm under pressure and multitask in a fast-paced environment.
• Problem-solving mindset and willingness to learn.
• Strong verbal and written communication skills.

• Experience working in a small business entrepreneurial environment.
• Experience with the following technology platforms:
  Datto RMM, Auto Task, Ninja One, IT Glue, Microsoft 365, Azure, Intune
• ITIL 4, HDI-CSR, CompTIA A+ / Network+ / Security +, Microsoft 365, Azure, or other relevant certifications preferred but not required.

BGS Consulting is a professional services firm, located in Tysons Corner, VA. We deliver, finance, accounting, and technology resources with deep operational experience to fill the direct hire and project-based needs of our clients.