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Help Desk Technician

Zolon Tech Solutions Inc.

Job Description

Title : Help Desk Technician

Duration : Part-time

Location : Laurel, MD


Job Description:

  • The candidate must be able to obtain and maintain a Secret Security Clearance.
  • Provide first contact resolution for account administration, desktop, laptop, mobile devices, applications, and network connectivity problems remotely in a call center or walkup desk
  • Create, maintain, and modify user accounts for network and business applications;
  • Research, analyze, and diagnose problems with client systems to include hardware and software, servers, peripheral equipment, and networks.
  • Solve problems using documented processes where available and best practices where not.
  • Assist teams with incident response support and be involved in the development and presentation of training sessions;
  • Provide appropriate documentation on services provided and status updates as needed.

Job Requirements

Basic Hiring Criteria:

  • Possess a Bachelor's degree or at least 4 years of recent IT-related work experience;
  • Have the ability to troubleshoot and resolve technical problems for clients; to independently resolve widely varying problems using current job knowledge and using research and external resources;
  • Have hardware, software, and networking troubleshooting experience -- hardware experience must include desktops, laptops, mobile devices, and printers; software experience includes Windows and Microsoft Office; networking experience to include understanding TCP/IP and DNS, Active Directory, and Exchange
  •  Are an excellent communicator, are highly motivated and have excellent customer services skills with the ability to interface with all levels of staff;
  • Are willing and able to support operations and work necessary hours to complete critical work and/or troubleshooting and work in a call center environment that requires sitting for extended periods and troubleshoot problems over the phone during the assigned work hours;
  • Are able to obtain Secret level security clearance. 
  • If selected, you will be subject to a security clearance investigation and must meet the requirements for access to classified information. 

Desired Qualifications:

  • Possess a Bachelor's degree in an IT-related field
  • Have 2+ years' experience in a call center environment and using system management tools such as Symantec Ghost Solution Suite
  • Have software experience with Desktop remote control tools and Windows 10, Macintosh, and iOS
  • Possess any of the following certifications: ITIL, A+, Microsoft Certified Professional (MCP), Microsoft Certified Systems Engineer for Windows (MCSE), Apple Certified Macintosh Technician (ACMT), and HDI Support Analyst.
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Job Snapshot

Location US-MD-Laurel
Employment Type Full-Time
Pay Type Year
Pay Rate $47,984.00 - $70,000.00 /Year
Store Type IT & Technical
Other Compensation: 0

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Snapshot
Zolon Tech Solutions Inc.
Company:
US-MD-Laurel
Location:
Full-Time
Employment Type:
Year
Pay Type:
$47,984.00 - $70,000.00 /Year
Pay Rate:
IT & Technical
Store Type:

Job Description

Title : Help Desk Technician

Duration : Part-time

Location : Laurel, MD


Job Description:

  • The candidate must be able to obtain and maintain a Secret Security Clearance.
  • Provide first contact resolution for account administration, desktop, laptop, mobile devices, applications, and network connectivity problems remotely in a call center or walkup desk
  • Create, maintain, and modify user accounts for network and business applications;
  • Research, analyze, and diagnose problems with client systems to include hardware and software, servers, peripheral equipment, and networks.
  • Solve problems using documented processes where available and best practices where not.
  • Assist teams with incident response support and be involved in the development and presentation of training sessions;
  • Provide appropriate documentation on services provided and status updates as needed.

Job Requirements

Basic Hiring Criteria:

  • Possess a Bachelor's degree or at least 4 years of recent IT-related work experience;
  • Have the ability to troubleshoot and resolve technical problems for clients; to independently resolve widely varying problems using current job knowledge and using research and external resources;
  • Have hardware, software, and networking troubleshooting experience -- hardware experience must include desktops, laptops, mobile devices, and printers; software experience includes Windows and Microsoft Office; networking experience to include understanding TCP/IP and DNS, Active Directory, and Exchange
  •  Are an excellent communicator, are highly motivated and have excellent customer services skills with the ability to interface with all levels of staff;
  • Are willing and able to support operations and work necessary hours to complete critical work and/or troubleshooting and work in a call center environment that requires sitting for extended periods and troubleshoot problems over the phone during the assigned work hours;
  • Are able to obtain Secret level security clearance. 
  • If selected, you will be subject to a security clearance investigation and must meet the requirements for access to classified information. 

Desired Qualifications:

  • Possess a Bachelor's degree in an IT-related field
  • Have 2+ years' experience in a call center environment and using system management tools such as Symantec Ghost Solution Suite
  • Have software experience with Desktop remote control tools and Windows 10, Macintosh, and iOS
  • Possess any of the following certifications: ITIL, A+, Microsoft Certified Professional (MCP), Microsoft Certified Systems Engineer for Windows (MCSE), Apple Certified Macintosh Technician (ACMT), and HDI Support Analyst.
Help Desk Technician Apply now