Tier 1 Help Desk Technician

NTI • Rockville, MD

6d • $70,000 - $80,000 • Onsite

About The Position

We are seeking a customer-oriented and detail-driven Tier 1 Help Desk Technician to join our IT Support Team. In this role, you will serve as the first point of contact for internal staff and end-users seeking technical assistance. You will be responsible for diagnosing, troubleshooting, and resolving initial technical issues related to hardware, software, operating systems, and network connectivity, while delivering excellent customer service.

Requirements

• High school diploma or equivalent required; Associate degree in Information Technology, Computer Science, or equivalent practical experience preferred.
• Familiarity with Windows 11 operating systems.
• Basic understanding of network fundamentals (TCP/IP, DHCP, DNS, VPN connections, Wi-Fi).
• Exposure to Microsoft 365 or Google Workspace administration.
• Hands-on experience with remote desktop support tools (e.g., TeamViewer, RDP, Zoom/Slack screen share).
• Outstanding written and verbal communication skills with the ability to explain technical concepts to non-technical users.
• Strong troubleshooting, analytical, and critical-thinking abilities.
• Excellent customer service attitude, patience, and professional phone etiquette.
• High degree of organizational skill and ability to prioritize tasks in a fast-paced environment.

Nice To Haves

• CompTIA A+, Network+, or Security+ certification.
• Microsoft Certified: Fundamentals / Modern Desktop Administrator Associate (or equivalent).
• Prior experience working with an ITIL-aligned IT Service Management (ITSM) ticketing tool (e.g., ServiceNow, Jira Service Management, Freshdesk, Zendesk).

Responsibilities

• First-Line Technical Support: Receive, prioritize, and log incoming end-user requests via telephone, email, and ticketing system.
• Incident Diagnosis & Resolution: Troubleshoot and resolve basic to intermediate technical issues involving Windows, desktop hardware, mobile devices, printers, peripheral devices, and standard application software (e.g., Microsoft 365, Google Workspace, web browsers).
• User Account Administration: Assist with user onboarding and offboarding, password resets, account unlocks, multi-factor authentication (MFA) setup, and permissions adjustments in Google Admin Portal.
• Software Deployment & Maintenance: Support the installation, upgrading, and initial setup of standard application software.
• Ticket Escalation & Tracking: Properly document troubleshooting steps, action items, and resolutions in the ticketing system. Escalate unresolved or complex incidents to Tier 2 / Tier 3 support teams or specialized engineering teams as appropriate.
• Knowledge Base Contribution: Maintain and update internal technical documentation, knowledge base articles, and end-user self-help guides.
• Hardware & Workstation Setup: Assist with basic deployment, imaging, configuring, and cable management of user workstations and office equipment.

Benefits

• Career Growth: Be part of a fast-growing company with ample opportunities for advancement.
• Dynamic Environment: Work in a vibrant, fast-paced setting where your contributions make a real impact.
• Team Spirit: Work with a team that values innovation, collaboration, and a good laugh.
• Competitive Compensation: We offer a robust salary and benefits package that reflects your experience and commitment.
• Competitive salary
• Health, dental, and vision insurance options.
• Retirement savings plan with employer match
• Life Insurance and Disability
• Paid time off and holidays

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED