Help Desk Technician

Select Source Solutions•Greenbelt, MD

2d•Onsite

About The Position

The Help Desk Technician provides first-level technical support to end users in an on-site environment in Silver Spring, Maryland. This early-career role is a first point of contact for employees experiencing technical problems and provides support in person, by phone, email, and through a help desk ticketing system. The technician resolves user issues accurately and efficiently, documents support activity, delivers a positive customer experience, and escalates complex issues to senior technical staff when appropriate. The role supports desktops, laptops, printers, operating systems, office applications, network connectivity, VPN, wireless connections, and other common end-user technologies. It also includes preparing and deploying equipment, assisting with backups and restores, identifying recurring issues, and supporting scheduled maintenance or emergency technical needs outside normal business hours when required. The position is performed on-site in Silver Spring, Maryland.

Requirements

Associate's degree in Information Technology, Computer Science, or a related field, or an equivalent combination of education and relevant professional experience.
1–2 years of experience in help desk, desktop support, IT support, technical support, or a related customer-service environment.
Hands-on experience troubleshooting desktop and laptop hardware, operating systems, software applications, and common peripheral devices.
Basic understanding of network connectivity, VPN, and wireless troubleshooting.
Strong customer-service and interpersonal skills.
Strong attention to detail and an organized approach to troubleshooting and documentation.
Ability to communicate technical information clearly to users with different levels of technical experience.
Ability to work effectively as part of a technical support team.
Ability and willingness to work on-site in Silver Spring, Maryland.
Ability to obtain and maintain a U.S. Government security clearance.

Nice To Haves

CompTIA A+, Network+, Security+, or a comparable IT certification.
Hands-on experience using a help desk, service desk, or IT service-management ticketing system.
Experience supporting Windows desktops and laptops.
Experience installing and configuring common office and productivity applications.
Experience troubleshooting printers and other peripheral devices.
Experience supporting VPN and wireless connectivity.
Flexibility to support occasional after-hours maintenance or emergency technical-support requirements.

Responsibilities

Respond to help desk requests received in person, by phone, email, or through a ticketing system.
Troubleshoot and resolve first-level hardware, software, network, and peripheral-device issues.
Support desktops, laptops, printers, operating systems, office applications, and other common end-user technologies.
Install, update, configure, and troubleshoot software and operating systems.
Provide basic network troubleshooting, including connectivity, VPN, and wireless network issues.
Document support requests, troubleshooting steps, resolutions, and escalations within the ticketing system.
Escalate complex technical issues to the appropriate technician or engineering resource.
Use technical documentation, diagnostic tools, and conversations with users to identify and resolve problems.
Assist with system backups and restores as needed.
Prepare, configure, inspect, and deploy computer equipment and peripheral devices for end users.
Help identify recurring technical issues and communicate trends to the support team.
Provide professional, patient, customer-focused technical support to users with varying levels of technical knowledge.
Support scheduled maintenance or emergency technical needs outside normal business hours when required.
Perform other related IT support responsibilities as assigned.