What are the responsibilities and job description for the Help Desk Technician position at Alpha Team Solutions, Inc?
Help Desk Technician
Job Summary
Alpha Team Solutions is committed to maintaining an growing an organization with an established reputation for Cybersecurity Expertise which starts by hand picking the best of the best, the A-Team. If you are ready to be part of the A-Team, we provide a benefits package that includes 100% employer paid medical, dental, vision and life insurance, paid sick & vacation leave and we also invest in our employees' futures by providing a matching 401K contribution with vesting starting from DAY 1.
Join our dynamic IT support team as a Help Desk Technician, where you'll be the first point of contact for resolving technical issues and providing exceptional customer service. This role offers an exciting opportunity to troubleshoot a wide range of hardware and software problems, support end-users across various operating systems, and contribute to maintaining a seamless IT infrastructure. Your energetic approach and technical expertise will help ensure our users stay productive and confident in their technology tools.
Responsibilities
- Provide prompt and professional technical support via help desk systems such as ServiceNow, Jira, or BMC Remedy, ensuring timely resolution of user issues.
- Troubleshoot hardware components including desktops, laptops, mobile devices, printers, and peripherals to identify and resolve malfunctions.
- Support software troubleshooting efforts across operating systems like Windows and Linux, addressing issues related to applications, updates, and configurations.
- Assist with network troubleshooting including LAN/WAN connectivity, TCP/IP configuration, DNS issues, VPN access, firewall settings, and network performance optimization.
- Manage user accounts and permissions through Active Directory management tools such as GPO (Group Policy Objects) and Active Directory Console.
- Support IT infrastructure components including Windows Server environments, SCCM (System Center Configuration Manager), networking equipment, and network administration tasks.
- Document all support interactions accurately in customer support ticket management systems while maintaining clear communication with end-users throughout the troubleshooting process.
Qualifications
- Must be able to obtain a Public Trust Clearance
- Experience supporting various operating systems – expertise should include Windows 10/11
- Proven experience in technical support roles with a strong understanding of help desk systems like ServiceNow or Jira.
- Solid knowledge of Microsoft Office suite applications and desktop support best practices.
- Hands-on experience with computer networking concepts including TCP/IP protocols, DNS configuration, VPN setup, firewall management, and LAN/WAN troubleshooting.
- Familiarity with operating systems such as Windows (including Windows Server) and Linux environments.
- Ability to troubleshoot hardware issues related to computer hardware components and peripherals effectively.
- Strong communication skills to explain technical solutions clearly to non-technical users while demonstrating excellent customer service skills.
- Experience with Active Directory management tools like GPO for user account provisioning and security policies.
- Knowledge of IT infrastructure components including BMC Remedy ticketing system or ServiceNow is preferred.
- Analysis skills to diagnose complex technical problems quickly and efficiently while maintaining a positive attitude under pressure.
Join us as a Help Desk Technician if you're passionate about delivering top-tier IT support in a fast-paced environment! Your expertise will directly impact our team’s productivity by ensuring seamless technology operations across our organization.
Pay: From $75,000.00 per year
Benefits:
- 401(k) matching
- Dental insurance
- Health insurance
- Life insurance
- Paid time off
- Tuition reimbursement
- Vision insurance
Work Location: Hybrid remote in Bethesda, MD
Salary : $75,000