Help Desk Technician Jobs

About The Position

Requirements

• Associate of Arts or Associate of Science degree.
• At least 5 years of related experience.
• Experience installing, modifying, and repairing computer hardware and software using remote access tools.
• Current TS/SCI with Polygraph clearance.
• U.S. citizenship.
• CompTIA Security+ certification required within 3 months of the start date.
• Maintain current knowledge of relevant technology as assigned.

Responsibilities

• Respond to user inquiries by phone, email, chat, or ticketing systems.
• Log and track support requests in the help desk ticketing system.
• Diagnose and resolve basic hardware, software, and network connectivity issues.
• Guide users through troubleshooting common problems.
• Escalate complex issues to second-level support or specialized teams as needed.
• Mentor new hires and trainees and provide guidance to less experienced professionals when necessary.
• Install, configure, and update software on user devices.
• Assist with password resets, account lockouts, and access issues.
• Troubleshoot printers, scanners, and other peripherals.
• Help maintain inventory of IT assets such as laptops, monitors, and accessories.
• Document and report solutions and procedures for recurring issues for leadership review.
• Maintain accurate records of support interactions and resolutions.
• Contribute knowledge-base articles to help coworkers and users find self-service solutions.
• Create and submit tickets with necessary information and troubleshooting steps taken.
• Communicate professionally and empathetically with users and coworkers, explaining technical information clearly to non-technical users.
• Provide updates on ticket status and possible resolutions.
• Participate in the team environment and assist coworkers when needed.
• Follow IT and departmental policies and procedures.
• Report potential security incidents or breaches to the appropriate teams or team leaders.

Benefits

• Comprehensive benefits and wellness packages.
• 401(k) plan with company match.
• Competitive pay and paid time off.
• Medical plan options, including options with Health Savings Accounts.
• Dental plan options.
• Vision plan.
• Full-flex work weeks where possible.
• Vacation, sick, and personal time off, and holidays.
• Paid parental, military, bereavement, and jury duty leave.
• Short- and long-term disability benefits.
• Life, accidental death and dismemberment, personal accident, critical illness, and business travel and accident insurance provided or available.
• Career growth tool and learning opportunities.
• Internal mobility support for career goals.