What are the responsibilities and job description for the IT Field Service Help Desk Technician position at Glessner Technologies?
Overview
Join our dynamic local MSP IT support team as an IT Technician, where your technical expertise and customer service skills will drive seamless technology experiences across diverse environments. In this role, you will be the frontline problem solver, providing essential support for hardware, software, and network issues while ensuring optimal operation of IT infrastructure. Your proactive approach and technical acumen will empower users and enhance operational efficiency through timely troubleshooting and effective communication.
Duties
- Provide technical support to end-users by diagnosing and resolving hardware, software, and network issues both remotely and onsite.
- Manage help desk tickets efficiently using help desk systems, ensuring prompt resolution and clear documentation of all incidents.
- Support computer networking components including LAN (Local Area Network), TCP/IP protocols, DNS (Domain Name System), VPN (Virtual Private Network), firewalls, and TCP troubleshooting to maintain secure and reliable connectivity.
- Assist with Active Directory management tasks such as user account creation, password resets, group policy objects (GPO) configuration, and permissions management.
- Troubleshoot computer hardware components including desktops, laptops, mobile devices, printers, and peripherals to minimize downtime.
- Support Windows operating systems (including Windows Server editions) by performing software updates, configurations, and troubleshooting.
- Collaborate with team members to analyze system issues, implement solutions for network or hardware failures, and optimize IT infrastructure performance.
- Communicate clearly with users to provide exceptional customer service while explaining technical issues in understandable terms.
Requirements
- Proven experience in technical support roles with a strong understanding of help desk systems and customer service principles.
- Solid knowledge of Microsoft 365 applications and desktop support procedures.
- Hands-on experience with computer networking concepts such as LAN/WAN setup, TCP/IP protocols, DNS management, VPN configuration, firewalls, and network troubleshooting tools.
- Familiarity with Active Directory management including user accounts, GPOs, and permissions.
- Ability to troubleshoot hardware issues related to computer hardware components and peripherals effectively.
- Experience supporting Windows operating systems (including Windows Server)
- Strong analysis skills with the ability to diagnose complex technical problems quickly and accurately.
- Excellent communication skills to interact professionally with users at all levels of technical proficiency.
- Knowledge of IT infrastructure components such as routers, switches, DNS servers, DHCP services, and VPNs is highly desirable.
- Ability to work independently in the field while maintaining a high standard of customer support excellence.
Join us in delivering IT solutions that keep our operations running smoothly! Your expertise will make a real difference in empowering users through reliable technology support while advancing your career in a fast-paced environment dedicated to excellence.
Pay: $18.00 - $24.00 per hour
Expected hours: No less than 40.0 per week
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Retirement plan
- Tuition reimbursement
- Vision insurance
Work Location: Hybrid remote in Hagerstown, MD 21740
Salary : $18 - $24