IT Helpdesk Support Technician

About the Role

The IT Helpdesk Support Technician role is based in Clarksburg, MD.

Key Responsibilities

• Troubleshoot computer system problems and provide solutions full-time via phone support using specific product knowledge, system utilities, and other available resources.
• Follow established policies, procedures, operating instructions, and processes to provide quality customer support to clients via telephone and/or Help Desk Management application.
• Log and properly document all issues, follow-up, and resolution information for each assigned ticket.
• Identify customer concerns or issues and resolve, or escalate to Level III Help Desk Technician Team as appropriate.
• Take initiative in diagnosing less common issues and collaborate with senior engineers on level 3 problem resolution.
• Utilize resources such as FAQs, knowledge bases, white papers, websites, resolved ticket information, and help tools to locate solutions.
• Maintain working knowledge of all Help Desk related policies, procedures, application installation guidelines, system configurations, and current hardware, through on-going training and self-initiated research and study.
• Demonstrate a consistent sense of urgency on open issues to ensure timely resolution.
• Provide training to other team members as needed.

Requirements & Tech Stack

• U.S. Citizenship Required. Ability to obtain and maintain US Secret Level Security Clearance upon hire.
• Knowledge of MS Windows 7/10 Operating Systems.
• Knowledge of MS Office.
• Experience working with Help Desk ticket management software.
• Knowledge of PC Software/PC Hardware installation, troubleshooting and repair.
• Ability to navigate challenging situations with composure, professionalism and clear communication.
• Ability to follow established guidelines and instructions.
• Ability to lift equipment weighing up to 50 Lbs. with/without assistance.
• Good problem-solving skills.
• Good Time Management and Organization skills.
• Excellent attendance and punctuality.
• Ability to multi-task in a fast-paced environment.
• Ability to travel to all TDSI site locations as needed (10% travel).
• Excellent verbal and written communications - Fluent in English.
• Ability to participate in a rotating on-call schedule, providing after-hours and weekend support for special projects and continuous operations.
• Ability to comply with all Company guidelines, policies, procedures and embrace Company Core Values.

Qualifications

• Associates degree and 0-2 years of IT/helpdesk experience or combination of education and experience.

Preferred But Not Required Qualifications

• A+ Certification is a plus.
• LAN and WAN skills.
• Net+.
• Printer troubleshooting and repair.
• Basic Active Directory Administration.
• Basic SMS/SCCM experience.