Helpdesk Technician

DAVIS Construction•Rockville, MD

About The Position

The Helpdesk Technician is the primary initial point of contact for end-user support for employees at DAVIS offices and project site locations. The role provides customer service and diagnoses and resolves issues involving PC and laptop hardware, software, network connectivity, printers, and mobile devices. It also documents incidents and troubleshooting, supports IT projects and configurations, coordinates vendors, maintains supplies, and conducts IT orientation for new users. The position requires travel to project sites throughout the DC Metro area as needed to provide IT support and transport IT assets. The technician generally works autonomously within established procedures, with limited supervision and no supervisory responsibilities. The role may coordinate others’ work and provide informal guidance to less-experienced team members. It involves resolving typical work-related problems, selecting from established solutions, and suggesting improvements to work practices and processes. The role is expected to uphold corporate security policies and DAVIS’ values of excellence in service, inclusion, integrity, and building relationships. The posted base salary or hourly range is $26.92–$34.62. DAVIS describes a total compensation package that includes employer-paid health coverage, insurance and disability benefits, an HSA contribution, incentive bonus, paid time off and holidays, retirement and other financial benefits, FSAs, fertility and family-forming assistance, continuing education, an Employee Assistance Program, an on-site fitness center, parental leave, and a company vehicle or auto allowance for eligible employees.

Requirements

Bachelor’s degree in Computer Science, Information Systems, Engineering, Math, or a related field, or equivalent experience providing information technology support.
Experience supporting information technology and business solutions.
Customer service-oriented attitude.
Understanding of networking concepts, equipment, and their role.
Experience with Microsoft Windows Operating Systems.
Ability to travel to and from project site locations throughout the DC Metro area to provide IT support and transport IT assets as needed.

Nice To Haves

Six months of Helpdesk experience is preferred.

Responsibilities

Provide customer service and diagnose and resolve problems with laptop hardware, software, network connectivity, printers, and mobile devices.
Document reported problems and troubleshooting processes in the helpdesk database and department wiki.
Develop documentation to support projects, programs, and system configurations.
Manage and coordinate vendor activities, including laptop and copier repair.
Maintain inventory of consumables such as peripherals, toner, and accessories.
Conduct IT orientation for new users.
Participate in IT projects and maintain relationships with outside technology consultants, technical personnel, and vendors.
Ensure timely resolution of problems and work orders while maintaining a customer service-oriented attitude.
Escalate complex tickets to the appropriate party as necessary.
Adhere to and reinforce corporate security policies and industry best practices.
Travel to project site locations throughout the DC Metro area to provide IT support and transport IT assets as needed.

Benefits

100% employer-paid health care plan, including family coverage.
Life insurance.
Short- and long-term disability benefits.
Annual contribution to an HSA.
Annual incentive bonus.
Paid time off and annual holidays.
401(k), Roth, and ESOP financial benefits.
Flexible spending accounts (FSAs).
Fertility and family-forming assistance.
Continuing education.
Employee Assistance Program (EAP).
On-site fitness center.
Parental leave.
Company vehicle or auto allowance for eligible employees to support business activities.