Help Desk Technician

Planet Depos•Rockville, MD

12d•Onsite

About The Position

The Help Desk Technician provides daily technical support to employees using software, hardware, and other computer systems. The role troubleshoots problems through diagnostic testing and remote computer access; assists with PC hardware, software, and peripheral installations and upgrades; and supports telephony, operational activities, and other technologies. The technician must be technically knowledgeable, communicate effectively to understand issues and explain solutions, and remain customer-oriented and composed when assisting demanding customers. The position is primarily onsite at the Rockville, Maryland office, supporting employees and the office’s physical technology infrastructure. Additional travel to satellite offices in the DMV area may be required. The schedule is 9:00 a.m. to 5:00 p.m. EST, Monday through Friday, with possible after-hours or weekend work. Compensation is $27.00–$30.00 per hour.

Requirements

At least 2 years of Information Technology experience, specifically providing user support for hardware and software problems.
Good understanding of computer systems, mobile devices, and other technology products.
Ability to diagnose and resolve basic technical issues.
Strong attention to detail and excellent verbal and written communication skills.
Motivated, organized, and able to work well under pressure.
Ability to work well without direct supervision.
Strong sense of urgency and ability to prioritize.
Ability to lift up to 50 pounds.
Strong background in Microsoft Active Directory, Active Directory user management, Group Policy Management, NTFS permissions, Office 365 and Azure cloud services, Intune Management, Conditional Access Policies, Privileged Identity Management, and Office 2010 and above.

Responsibilities

Provide phone and help desk support for local and off-site employees.
Diagnose system errors and other technical issues, and follow up with employees to confirm resolution.
Assist with onboarding and training new employees.
Create accounts for new employees and delete accounts for terminated employees.
Manage help desk tickets in a timely manner and document support incidents in the ticket-tracking system.
Assist with maintaining inventory of hardware, software, and support assets.
Assist employees with PCs, mobile devices, printers, and related equipment, including monitors, keyboards, mice, and hard drives.
Support software applications by troubleshooting programs, testing, and applying new software releases.
Provide support for cybersecurity technologies such as MFA, DUO, and MDM.
Meet defined service-level agreements, key performance indicators, and metrics.
Provide onsite support for the Rockville office, including workstation and phone connections, wireless access points, routers, and the computer server room.
Travel as needed to satellite offices in the DMV area.
Perform other duties as assigned.