Job Description

We are seeking a Tier 1 Help Desk Technician for a contract role onsite/in the office in Germantown, MD. This role will work Monday- Friday from 8:00 a.m. to 5:00 p.m. and will be responsible for:

• Responding to incidents, requests and inquiries via phone, emails, and self-serve tickets.
• Supporting both local (on-site) and remote workers
• Identify and organize tickets according to priority and escalate service tickets to engineers and technicians when necessary
• Serve as the first point of contact for all IT issues providing efficient, courteous, customer service and computer and software support to end-users.
• Resolve technical problems and answers queries by telephone, self-service tickets, or email in support of internal customer hardware and software, network, and system/application access.
• Troubleshoot access to VPN and Microsoft Office 365 applications and related issues.
• Escalate issues and distribute tickets to Tier 2/3 engineers and technicians as appropriate.
• Account Administration to include on-boarding/off-boarding.
• Microsoft Office365 license management.
• Update documentation of help desk processes and procedures and create reports for management as needed.

Qualifications

• 2 years of experience supporting IT services and applications.

Preferred Qualifications:

• Ability to diagnose and resolve basic computer technical issues and requests.
• Detail oriented. Excellent organization, communication, analytical and interpersonal skills with the ability to explain technical information in a non-technical manner.
• Good understanding of IT departmental policies and procedures, reporting, and support processes.
• Ability to manage multiple priorities effectively and on a consistent basis.
• Experience with Enterprise level Ticketing system and Cisco Finesse.
• Ability to thrive under pressure and deliver effectively in a fast-paced environment.
• Windows Operating Systems (10 and 11).
• Basic administration of Active Directory accounts, AD Manager, and Print Servers
• Microsoft Office 365, OneDrive, MS Teams and strong knowledge of Outlook client
• Setup and configure laptops / PCs, windows Drive Mappings, Favorites, Browers, etc.
• Basic Network fundamentals such as remote access VPN and knowledge of TCP/IP and built-in utilities
• SCCM experience
• CompTIA A+ certification desired.

Additional Information

This contract role will be onsite/in the office in Germantown, MD.