Help Desk Technician

Planet Depos•Rockville, MD

13d•$27 - $30•Onsite

About The Position

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

Requirements

At least 2 years of experience in information technology, specifically user support for hardware and software problems.
Good understanding of computer systems, mobile devices, and other technology products.
Ability to diagnose and solve 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, and Privileged Identity Management.
Office 2010 or later required.
Basic understanding of cybersecurity technologies such as MFA, DUO, and MDM.

Responsibilities

Provide phone and help desk support for local and off-site employees.
Diagnose system errors and other technical issues.
Follow up with employees to confirm issues are resolved.
Assist with onboarding and training new employees.
Set up accounts for new employees and delete accounts for terminated employees.
Manage help desk tickets in a timely manner.
Document support incidents using a ticket-tracking system.
Assist with maintaining hardware, software, and support-asset inventory.
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.
Meet defined SLAs, KPIs, and metrics.
Support the physical Rockville office, including employee workstation and phone connections, wireless access points, routers, and the computer server room.
Travel to satellite offices in the DMV area if required.
Perform other duties as assigned.