Helpdesk Support Technician

Job Summary:

We are looking for a tier II tech that provides user support and customer service on company-supported computer applications and platforms, troubleshoots problems and advices on appropriate action.

Qualifications:

Required:

2+ years of technical support experience in current desktop and laptop computers, various operating systems to include two or more of the following: Windows 11, macOS 27 Golden Gate, and with 2+ years of technical support experience in Microsoft products including CoPilot, Defender, Office 365 applications and Windows Hello for Business.

Minimum requirements: AA Degree + 2 year related experience OR 3 years of related working experience if no AA degree

Experience using ticketing system (prefer ServiceNow)

Experience with remote desktop management software (prefer Bomgar\Beyond Trust)

Experience with workstation deployment management system (prefer SCCM)

Ability to follow and update standard troubleshooting procedures to ensure proper routing escalation of issues that cannot be resolved while on call with the customer

Willingness to actively seek input from senior engineers and ask questions to improve technical understanding to improve first call resolution

Proven ability to meet and/or exceed Service Level Agreements

Strong customer service and end-user equipment support skills

Strong written and oral communications required.

Mandatory: Ability to work within 8:00 am  – 8:00 pm EST per rotation on site. Some remote work allowed depending on workload.

Desired:

ITIL foundations certification or ability to obtain certification within 3 months

One or more of the following certifications are desired:

• CompTIA Security+

• CompTIA Network+

• CompTIA A+

• Microsoft Certified Desktop Support Technician

• Enterprise Desktop Support technician on Windows 11

• MCITP: Enterprise Desktop Administrator on Windows 11

• Microsoft Certified Technology Specialist: Windows 11

Education Required:  AA/AS

Job Responsibilities:

• Provides technical support for 500+ users by telephone, Service Now and remote-control systems. Configures and supports (remotely) desktop computers, laptop computers, imaging, handheld devices, printers, monitors, portable data storage devices, and other general peripherals.

• Configures IT devices for secure operation, including installation of security software, software updates, and other configurations remotely as required.

• Supports media, wireless networking, port security, remote access, and network connectivity; Supports equipment moves/adds/changes.

• Assists Help Desk Manager with daily operations; Update all tickets assigned daily.

• Diagnose hardware and software failures, communicate the remediation plans to users, and provide status updates.

• Provides remote software support for users of NCI-provided applications (as identified by the task), including basic to advanced software operations and general use of computers and peripherals.

• Supports NCI and NIH proprietary software. 

• Provides virtual assistance sessions such as Windows Remote Assistance and Apple Remote Desktop.

• Provide inventory management support and CEPO process for hardware retirement.

• Provides input for end-user documentation and instructions.

• Ability to work well under pressure and to meet deadlines as needed.

• Tracks and updates the movement of all IT assets (laptops, desktops, printers, etc.) within the stipulated database and within time constraints. 

• Performs diagnostics, analysis, repairs, or replacement hardware for PC’s, laptops, and printers.

• Follows set policies and procedures when assisting clients to ensure proper handling of requests.

• Contributes knowledge and updated information to maintain the Service Desk SOPs (Standard Operating Procedures) and Training manuals for Tier I support.

• Work with Tier I/II/III and other groups to resolve technical problems.

• Maintains a professional attitude and appearance providing excellent customer service at all times, to include maintaining a good work ethic and assisting other analysts when needed. 

• Supports continuous improvement in the process and quality of the operations.

• Participates in troubleshooting of issues with the drive towards root cause identification and resolution.

• Provides end user training instruction, as required.

• Opens, tracks, and closes trouble tickets. 

• Ensures problem ownership and promotes end-user satisfaction. 

• Tracks activities of technical support specialists to whom tickets were assigned.

• Supports requirements gathering for equipment moves/adds/changes.

• Supports Operating Systems: Windows 11, Microsoft Outlook, TCP/IP, MS Office 365 Suite, ServiceNow, Security suites.