Help Desk Technician

Cogent Communications Group, Inc.•Washington, DC

38d•$60,000 - $65,000•Onsite

About The Position

The Help Desk Technician is responsible for providing first-level support to maintain the operational status of client devices, mobile devices, and related peripherals across the organization. This role collaborates closely with IT teams (network, systems, databases) and IS teams (application development) to ensure a reliable and secure global IT environment. The technician performs administration, troubleshooting, and maintenance of hardware and software to support day-to-day business operations.

Requirements

Degree in an IT-related field or equivalent professional experience
Minimum 2 years of experience providing 1st-level IT or help desk support
Proficiency in Microsoft desktop operating systems and enterprise applications, including: Windows 11, Windows Server 2016/2019 Microsoft Office 2019/2024 Microsoft Exchange 2013/2019
Strong understanding of PC hardware configuration and setup
Basic networking knowledge (DNS, FTP, TCP/IP, file/print servers)
Hands-on experience with Active Directory account creation and management
Excellent interpersonal, telephone, and face-to-face communication skills
Ability to prioritize tasks and multitask effectively in a fast-paced environment
Strong problem-solving skills with creativity and initiative
Proficiency in English, both written and verbal
Willingness to work after hours or weekends as required
Capable of writing, maintaining, and presenting detailed technical documentation
Knowledge of system tools such as Tanium, Kandji and Anydesk to name a few

Responsibilities

Serve as the initial point of contact for hardware, software, and application issues via phone, email, and ticketing system
Communicate effectively with employees throughout the problem resolution process
Create, modify, and manage Active Directory objects using Windows Server
Deploy, manage, and support endpoint solutions for laptops and mobile devices
Diagnose and repair desktop and laptop hardware issues
Perform IT inventory management and asset tracking
Assist with company cybersecurity initiatives, ensuring compliance on all client devices
Maintain accurate and updated documentation of IT systems, procedures, and configurations