IT HelpDesk Technician

Titan Technologies Career•Derwood, MD

2d•Hybrid

About The Position

Titan Technologies has an immediate opportunity for a knowledgeable and organized IT Helpdesk Technician. We are seeking an experienced helpdesk technician with a strong understanding of a Windows-based AD/Azure network environment, Lenovo and Dell PC hardware, a general knowledge of IT operations and remote tools, and the Windows 11 operating systems. Our employees operate on a hybrid schedule, blending a traditional office-based model and remote work. The successful candidate will join a team of knowledgeable and organized Customer Service Technicians supporting a large call center. This role requires a customer service-oriented professional who can easily follow instructions and guidance, quickly resolve IT-related issues and ensure systems, hardware, and software are functioning optimally. The IT Helpdesk Technician will be responsible for answering calls, creating tickets using an ITSM tool, callbacks, updating the knowledge database, etc.

Requirements

Experience providing end user support
Experience working with a ticketing system
Experience troubleshooting extensively in Microsoft Operating Systems
Experience troubleshooting extensively in Microsoft Domain environments
Experience in producing network diagrams as well as documentation for other IT projects
Hybrid work – Must be able to split time between working at the company’s physical office location and working remotely.
Professional appearance, great customer service, and strong communication skills.
Excellent written and verbal communication skills required.
Ability to work independently with minimal supervision.
High school diploma or GED required.

Nice To Haves

Working knowledge in one or more of the following technologies: Active Directory Tools Remote Tools Microsoft Office 365 Suite Microsoft Copilot
Desired Certifications include: CompTIA A+ Certification CompTIA Security + Certification ITIL Foundation Course HDI Customer Service Certification

Responsibilities

Serve as the first point of contact for customers seeking technical assistance over the phone or email.
Perform remote troubleshooting through diagnostic techniques and pertinent questions using a combination of templates and response plans.
Determine the best solution based on the issue and details provided by customers.
Walk the customer through the problem-solving process.
Direct unresolved issues to the next level of support personnel.
Record events and problems and their resolution into the Incident management system.
Follow-up and update customer status and information.
Pass on any feedback or suggestions by customers to the appropriate internal team lead and manager.
Identify and suggest possible improvements on procedures so that they be added to the knowledge database.
Install and configure computer hardware, software, systems, networks, printers, and scanners.
Report outage based on incomings/emails to team lead so that a broadcast can be created and issue escalated to management.
Maintain a high level of customer service at all times.