Help Desk Tech II
About The Position
Working in a team environment, the Help Desk Technician provides IT support for ACM employees running on a Microsoft Windows network/domain. Occasional night and weekend work for scheduled maintenance or in response to work stoppages and travel to other branch locations. Essential Functions: Provides first-line support via phone and ticketing system (Zendesk and ConnectWise) Participation in on-call rotation Supports new hires, employee changes and terminations Provides support for basic IT issues such as password resets, peripheral configurations, desktop/laptop and iPad/iPhone configurations, software installations and hardware repair Software support: Microsoft Office, ICE Encompass, ConnectWise, BI tools, Spam/Phishing mail tools, email services. Provision new hardware for new and existing users and install base image on computers Resolves minor technology problems, monitors user activity and maintains documentation
Requirements
- Ability to utilize current skills, knowledge base and available tools to resolve typical IT-related issues in a corporate Microsoft environment
- Working knowledge of computer and/or network security systems, procedures and applications and the ability to learn and support new systems and applications
- Ability to install, configure and/or maintain personal computers, networks, and related hardware or software
- Ability to identify and resolve computer system malfunctions and operational problems
- Strong communication skills and attention to detail
- Self-starter with strong analytical and problem-solving skills and the ability to embrace and adapt to changing situations, environments and tasks
- Ability to exercise sound judgment and to effectively coordinate multiple, concurrent tasks
- High school diploma or equivalent
Nice To Haves
- 3+ years of experience working in a corporate IT environment
- Two or more certifications (A+, Network+, Security+, MCP, MCSA, MCSE)
- Experience supporting or using the following applications or operating systems: Microsoft Office 365 (Outlook, Word, Excel) Windows 11 Active Directory ICE Encompass Imaging Systems (Dell Kace, WDS/MDT, SCCM) Ticketing System (Zendesk, ConnectWise, etc.) Remote Connectivity Tools (LogMeIn, GoToAssist, ScreenConnect) ConnectWise automate
- Ability to work out of the Fairfax, VA office on a hybrid schedule
Responsibilities
- Provides first-line support via phone and ticketing system (Zendesk and ConnectWise)
- Participation in on-call rotation
- Supports new hires, employee changes and terminations
- Provides support for basic IT issues such as password resets, peripheral configurations, desktop/laptop and iPad/iPhone configurations, software installations and hardware repair
- Software support: Microsoft Office, ICE Encompass, ConnectWise, BI tools, Spam/Phishing mail tools, email services.
- Provision new hardware for new and existing users and install base image on computers
- Resolves minor technology problems, monitors user activity and maintains documentation
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
