IT Helpdesk Support Technician

Thales Defense & Security, Inc.•CLARKSBURG, MD

3d•$60,000 - $75,000•Hybrid

About The Position

Thales Defense & Security, Inc. is hiring an IT Helpdesk Support Technician for its Clarksburg, Maryland office. The position reports to the Associate Client Services Manager and provides customer support by troubleshooting computer-system problems, documenting and resolving helpdesk tickets, and escalating issues when appropriate. The technician maintains knowledge of helpdesk procedures, applications, configurations, and hardware, and may train teammates as needed. The role requires U.S. citizenship and the ability to obtain and maintain a U.S. Secret security clearance upon hire. It involves travel to TDSI sites as needed (approximately 10%) and participation in a rotating on-call schedule that provides after-hours and weekend support for special projects and continuous operations. The position offers a hybrid work environment and a 9/80 work schedule, with every other Friday off. The annualized pay range is $60,000 to $75,000, with a target incentive compensation plan of 5%.

Requirements

U.S. citizenship and ability to obtain and maintain a U.S. Secret security clearance upon hire.
Associate degree and 0–2 years of IT/helpdesk experience, or a combination of education and experience.
Knowledge of Microsoft Windows 7/10 operating systems and Microsoft Office.
Experience working with helpdesk ticket-management software.
Knowledge of PC software and hardware installation, troubleshooting, and repair.
Ability to handle challenging situations with composure, professionalism, and clear communication.
Ability to follow established guidelines and instructions.
Ability to lift equipment weighing up to 50 pounds, with or without assistance.
Good problem-solving skills.
Good time-management and organizational skills, with excellent attendance and punctuality.
Ability to multitask in a fast-paced environment.
Ability to travel to TDSI site locations as needed (10% travel).
Excellent verbal and written communication skills and fluency in English.
Ability to participate in a rotating on-call schedule, providing after-hours and weekend support for special projects and continuous operations.
Ability to comply with company guidelines, policies, and procedures and embrace company core values.

Nice To Haves

A+ certification.
LAN and WAN skills.
Net+ certification.
Printer troubleshooting and repair.
Basic Active Directory administration.
Basic SMS/SCCM experience.

Responsibilities

Troubleshoot computer-system problems and provide solutions via phone support using product knowledge, system utilities, and available resources.
Follow established policies, procedures, operating instructions, and processes to provide customer support by telephone and/or through the Help Desk Management application.
Log and document issues, follow-up, and resolution information for each assigned ticket.
Identify customer concerns and resolve them or escalate them to the Level III Help Desk Technician Team as appropriate.
Diagnose less common issues and collaborate with senior engineers on Level III problem resolution.
Use FAQs, knowledge bases, white papers, websites, resolved-ticket information, and help tools to find solutions.
Maintain working knowledge of helpdesk policies, procedures, application installation guidelines, system configurations, and current hardware through ongoing training and self-initiated study.
Maintain a sense of urgency on open issues to support timely resolution.
Provide training to other team members as needed.