Help Desk Technician

Published: 6/14/2022

Technology

Job Description

Our client is seeking a Help Desk Technician to provide first-level technical support to end users in an on-site environment in Silver Spring, Maryland.

This is an excellent opportunity for an early-career IT professional with foundational technical skills, strong customer-service instincts, and hands-on experience troubleshooting common hardware, software, network, and peripheral-device issues.

The Help Desk Technician will serve as one of the first points of contact for employees experiencing technical problems, providing support in person, by phone, email, and through a help desk ticketing system.

Success in this role means resolving user issues accurately and efficiently, documenting support activity thoroughly, providing a positive customer experience, and recognizing when more complex issues need to be escalated to senior technical staff.

What You Will Do

Respond to help desk requests received in person, by phone, email, or through a ticketing system.
Troubleshoot and resolve first-level hardware, software, network, and peripheral-device issues.
Support desktops, laptops, printers, operating systems, office applications, and other common end-user technologies.
Install, update, configure, and troubleshoot software and operating systems.
Provide basic network troubleshooting, including connectivity, VPN, and wireless network issues.
Document support requests, troubleshooting steps, resolutions, and escalations within the ticketing system.
Escalate complex technical issues to the appropriate technician or engineering resource.
Use technical documentation, diagnostic tools, and conversations with users to identify and resolve problems.
Assist with system backups and restores as needed.
Prepare, configure, inspect, and deploy computer equipment and peripheral devices for end users.
Help identify recurring technical issues and communicate trends to the support team.
Provide professional, patient, and customer-focused technical support to users with varying levels of technical knowledge.
Support scheduled maintenance or emergency technical needs outside normal business hours when required.
Perform other related IT support responsibilities as assigned.

What You Will BringRequired Qualifications

Associate's degree in Information Technology, Computer Science, or a related field, or an equivalent combination of education and relevant professional experience.
1–2 years of experience in help desk, desktop support, IT support, technical support, or a related customer-service environment.
Hands-on experience troubleshooting desktop and laptop hardware, operating systems, software applications, and common peripheral devices.
Basic understanding of network connectivity, VPN, and wireless troubleshooting.
Strong customer-service and interpersonal skills.
Strong attention to detail and an organized approach to troubleshooting and documentation.
Ability to communicate technical information clearly to users with different levels of technical experience.
Ability to work effectively as part of a technical support team.
Ability and willingness to work on-site in Silver Spring, Maryland.
Ability to obtain and maintain a U.S. Government security clearance.

Preferred Qualifications

CompTIA A+, Network+, Security+, or a comparable IT certification.
Hands-on experience using a help desk, service desk, or IT service-management ticketing system.
Experience supporting Windows desktops and laptops.
Experience installing and configuring common office and productivity applications.
Experience troubleshooting printers and other peripheral devices.
Experience supporting VPN and wireless connectivity.
Flexibility to support occasional after-hours maintenance or emergency technical-support requirements.

Work Environment

This position is performed on-site in Silver Spring, Maryland.
Candidates must be able and willing to report to the Silver Spring work location as required.

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