Help Desk Technician I

Summary
We are seeking candidates who have expertise relevant to providing exceptional technical support. This position is part of a larger team of IT Customer Service professionals, engineers, and managers who follow the ITIL framework. The ideal candidate will possess strong problem-solving skills, excellent communication abilities, and a customer-focused mindset to resolve technical challenges effectively in a timely manner. The position is onsite (with the possibility of limited telework).
You are responsible for providing IT desktop support to approximately 85 users. Through analysis, repair, and maintenance, you will ensure that local and network computer hardware, software, systems, and related peripheral equipment are operating optimally. You will address assigned incidents and problems promptly, consistent with customer SLAs.
Essential Functions
Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.

• Responds to tickets and questions escalated from Tier I Call Center
• Answer user inquiries regarding computer software or hardware operation to resolve problems using approved remote support tools
• Maintain records of daily data communication transactions, problems and remedial actions taken, or installation activities
• Ability to multi-task projects and daily operations while providing regular status updates to management
• Troubleshoot IT hardware and software issues to include laptops, desktops, tablets, mobile devices, and printers
• Be knowledgeable with Windows 10 and 11 Operating Systems, MS Office Applications, Google Mail, and Google Applications
• Possess knowledge of Trellix, GoverLan, Cisco Secure VPN, and computer imaging
• Perform account management in Active Directory
• Provide IT support for remote customers using government-approved remote support tools
• Follow-up with end users to provide status updates meeting expected service level targets (SLAs)
• Image laptops and desktop computers with Windows 10 and 11 OS
• Adhere to customer change, configuration, and security guidelines
• Work independently and with minimal supervision 

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.
Basic Qualifications

• 2 years of experience working in an IT Service Desk environment 
• Extensive support of MS Windows-based OS, including laptop and desktop hardware
• Ability speak about and explain complex concepts, as well as the ability to provide recommendations for the needs of the client
• Ensure a high customer satisfaction (CS) and positive customer experience (CX)
• Team player, responsive and self-managed

Preferred Qualifications

• Associate’s Degree in Computer Science, MIS, Business or Related Technical Field, or equivalent work experience 
• CompTIA Certificate (A+, Network +, Server+, or Security+) 
• ITILv3 Foundations
• HDI Certificate Experience support for macOS and major Linux distributions (RHEL, CentOS, etc.)
• Experience using ITSM Ticketing tools (e.g. ServiceNow or similar ticketing systems to manage and track incidents)
• Basic knowledge of ITIL, Service Desk metrics/SLAs, and mobile device support

Work authorization/security clearance requirements
Ability to obtain a government security clearance
Physical Demands

• Prolonged periods of sitting at a desk and working on a computer
• Must be able to access and navigate each department at the organizations and client facilities

The base salary range for this position is $51,262.00 to $72,260.00.