Help Desk Technician

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

📋 Description

• Deliver first-tier technical assistance to end users.

• Offer front-line support for Windows desktop environments.

• Diagnose software, hardware, and user-access challenges.

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

• Provide support and troubleshooting for Microsoft Office applications such as Outlook, Word, Excel, and Teams.

• Log, monitor, and resolve support tickets promptly and systematically.

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

• Ensure exceptional customer service through effective communication and attentive listening.

• Walk users through solutions step-by-step.

• Adhere to established procedures.

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

⛳️ Requirements

• A high school diploma or equivalent and a minimum of 1 year of experience.

• Must be a U.S. citizen.

• Eligible to secure and maintain the necessary Department of Energy (DOE) security clearance.

• Fundamental knowledge of Windows operating systems, desktop applications, and basic troubleshooting for hardware and software.

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

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

• Strong customer service and communication skills.

• Ability to troubleshoot issues and articulate solutions in user-friendly terms.

• Capacity to maintain professionalism under pressure.

• Skill in prioritizing support requests.

• Ability to adhere to IT security protocols.

• Capability to work effectively within a team environment.

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

• Preferred: Experience with ServiceNow or another IT service management ticketing system.

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

• 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 government 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 vacations.

• Company-paid holidays.

• Potential for overtime.

• Shift differential.

• Discretionary bonus.