Help Desk Technician

This is a fully remote position, open to applicants in United States.

📋 Description

• Deliver on-site or remote assistance to employee end users across personal computers, servers, cloud applications, data and voice networks, and ERP systems.

• Identify the source of issues through discussions with users and collaborate with internal support teams or vendors to resolve problems.

• Investigate and address intricate telecommunications network issues.

• Offer immediate support for end-user ERP systems, including problem identification and training.

• Manage Microsoft Windows Servers and Active Directory.

• Troubleshoot technical issues related to application deployments and infrastructure, including server diagnostics.

• Administer and monitor ticket queues in ServiceNow.

• Provide second-level support for Active Directory Services, client IT, and telecommunications needs.

• Assist with USDA Business website applications.

• Conduct training sessions for end users and clients on new and updated systems, software, and web-based applications.

• Resolve website issues for civilian customers and Federal employees.

• Maintain user accounts, archive inactive credentials, and oversee login systems for unusual activity.

• Troubleshoot, maintain, and enhance software applications.

⛳️ Requirements

• High School Diploma and a minimum of three (3+) years of relevant experience.

• Relevant experience may replace formal education requirements.

• Proficient in troubleshooting, testing, and analysis within a Microsoft Windows Active Directory environment, including group policy and preferences design and troubleshooting.

• At least two (2+) years of hands-on IT customer service experience supporting and troubleshooting Windows systems.

• Background in helpdesk support is essential.

• Capability to efficiently install and maintain desktop software while resolving help desk issues.

• Experience in user account management, archiving inactive credentials, and monitoring login systems for unusual trends.

• Strong analytical skills with a keen attention to detail.

• Exceptional written and verbal communication skills.

• U.S. Citizenship or Green Card is required.

• Must successfully complete a Federal Background Investigation.

• Availability to work from 9:00 AM CST to 5:00 PM CST and attend training during regular business hours for the initial weeks.

• ITIL v4 certification is preferred.

• Some experience with Linux servers is advantageous.

• Experience in creating SQL scripts is preferred.

• Must be able to obtain Public Trust clearance.

🏝️ Benefits

• Medical, Rx, Dental & Vision Insurance.

• Personal and Family Sick Time & Company Paid Holidays.

• Parental Leave.

• 401(k) Retirement Plan.

• Group Term Life and Travel Assistance.

• Voluntary Life and AD&D Insurance.

• Health Savings Account, Health Care & Dependent Care Flexible Spending Accounts.

• Transit and Parking Commuter Benefits.

• Short-Term & Long-Term Disability.

• Tuition Reimbursement, Personal Development, Certifications & Learning Opportunities.

• Employee Referral Program.

• Corporate Sponsored Events & Community Outreach.

• Annual Care.com membership.

• Employee Assistance Program.

• Supplemental Benefits via Corestream (including Critical Care, Hospital Indemnity, Accident Insurance, Legal Assistance, and ID theft protection, etc.).

• Position may qualify for a discretionary variable incentive bonus.

• Flexible benefits package.