Helpdesk Technician

About the Role

The Helpdesk Technician is the primary initial point of contact for end-user support for employees located at DAVIS’ offices and project site locations. The primary duties will include providing customer service, diagnosis, and resolution of problems with PC and laptop hardware, software, network connectivity, printers, and mobile devices.

Key Responsibilities

• Provides customer service, diagnosis, and resolution of problems with laptop hardware, software, network connectivity, printers, and mobile devices.
• Documents reported problems and troubleshooting processes in the helpdesk database and department wiki.
• Develops documentation to support projects, programs, and system configurations.
• Manages and coordinates vendor activities such as laptop and copier repair.
• Maintains inventory of consumables like peripherals, toner, and accessories.
• Conducts IT orientation for new users.
• Participates in IT projects and maintains relationships with outside technology consultants, technical personnel, and vendors.
• Maintains a customer service-oriented attitude and ensures timely resolution of problems/work orders.
• Escalates complex tickets to the appropriate party as necessary.
• Adheres to and reinforces corporate security policies and industry best practices.
• Must be able to travel to and from project site locations throughout the DC Metro area to provide IT support and transport IT assets, as needed.

Requirements & Tech Stack

• Microsoft Windows Operating Systems experience.
• An understanding of networking concepts, equipment, and their role.
• Customer service-oriented attitude.

Qualifications

• Bachelor’s degree in Computer Science, Information Systems, Engineering, Math or related field, or equivalent experience providing information technology support.
• Six (6) months of Helpdesk experience preferred.
• Experience supporting information technology and business solutions.
• Usually works autonomously within established procedures and practices.
• Completes work with a limited degree of supervision.
• Can coordinate the work of others but not a supervisor.
• Accountable for work within own role only, but work completed impacts team and / or projects.
• Impacts own team, adjacent teams.
• Suggests improvements to modify work practices and processes to achieve results or improve efficiency.
• Has no supervisory responsibilities.
• Can provide informal guidance and support team members with less experience.
• Recognizes and solves typical problems that can occur in own work project / department.
• Evaluates and selects solutions from established options.