Helpdesk Support Technician

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 advises on appropriate action.

The likely hourly rate for this position is between $33.15 - $44.85.

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.

Requirements:

• 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.
• 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.

Benefits:

• Medical plan options.
• Dental plan options.
• Vision plan.
• 401(k) plan.
• Paid time off plans.
• Short and long-term disability benefits.
• Life, accidental death and dismemberment, personal accident, critical illness and business travel and accident insurance.