Help Desk Technician

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

📋 Description

• Deliver first-line technical assistance to end users.

• Resolve common issues related to hardware, software, and access.

• Provide front-line support specifically for Windows desktop systems.

• Assist users with peripheral devices, including printers, webcams, iPads, iPhones, and other office equipment.

• Support and troubleshoot Microsoft Office applications such as Outlook, Word, Excel, and Teams.

• Record, track, and resolve support tickets in a prompt and organized manner.

• Escalate issues to higher-level support teams when required.

• Offer outstanding customer service through effective communication and active listening.

• Guide users through solutions in a step-by-step manner.

• Adhere to established procedures.

• Contribute to the documentation of common issues and their resolutions.

• Provide support to the Department of Energy customers.

⛳️ Requirements

• High school diploma or equivalent along with at least 1 year of experience.

• Must be a U.S. citizen.

• Must be eligible to obtain and maintain the necessary Department of Energy (DOE) security clearance.

• Basic understanding of Windows operating systems, desktop applications, and common troubleshooting for hardware and software.

• Familiarity with IT ticketing systems, incident documentation, and established escalation protocols.

• Basic experience in assisting users with password resets, account lockouts, access issues, and typical technical problems.

• Strong customer service and communication abilities.

• Capability to troubleshoot problems and articulate solutions in user-friendly language.

• Ability to maintain professionalism under pressure.

• Skill in prioritizing support requests.

• Adherence to IT security protocols.

• Ability to work effectively within a team setting.

• Preferred: CompTIA Security+, A+, or Network+ certification.

• Preferred: Experience with ServiceNow or similar IT service management ticketing systems.

• Preferred: Experience in providing Tier 1 help desk, service desk, or technical support in an enterprise environment.

• Preferred: Familiarity with mobile device support, including iPads and iPhones.

• Preferred: Basic understanding of networking concepts, including connectivity and network troubleshooting.

• Preferred: Experience supporting a federal government contractor or agency.

• Preferred: Experience working with established service level agreements (SLAs), ticketing procedures, and escalation processes.

🏝️ Benefits

• Medical insurance.

• Dental insurance.

• Vision insurance.

• Life insurance.

• Health savings account.

• Short-term disability.

• Long-term disability.

• Employee assistance program (EAP).

• Parental leave.

• 401(k).

• Paid time off (PTO) for vacation.

• Company-paid holidays.

• Employees may qualify for overtime.

• Employees may be eligible for shift differentials.

• Employees may qualify for a discretionary bonus.