What are the responsibilities and job description for the Tier 3 Helpdesk Specialist position at INFOTECH LLC?
Tier 3 Helpdesk Specialist Who we areInfoTech LCC, is an information technology services firm located in Rockville, MD. We have been employing leading-edge technologies and techniques to improve the working lives of others. We are seeking an energetic, highly-motivated, qualified Help Desk Assistant with the right attitude toward customer service. We place great value in the work our people do and in the difference their efforts make in people’s lives. What makes us different than other IT services companies? It’s simple: the quality of our services and our attention to detail. What experience you need:Five years plus (5 ) providing Microsoft helpdesk support, preferably in a consulting environment.One year plus (1 ) providing Microsoft server systems administration support, preferably in a consulting environment.- Superior problem-resolution skills- Understanding and past experience working in an IT consulting environment supporting a wide range of clients, vertical markets (healthcare, finance, non-profit) with different levels of technology.- Ability to understand and categorize technical problems- Organization skills to keep multiple tasks prioritized to ensure proper timing- Ability to work in a fast-paced environment- Outstanding phone and people skills- Remote and on-site problem-resolution skills- Excellent oral and written communication skills, including an ability to deal with people at various levels, from technician to executive- Strong ability to build client and peer relationships Working knowledge of installing, configuring, and troubleshooting products in the following areas:- Windows Desktop Operating Systems Windows (Win7/8/10) and MAC- Laptop and PC desktop hardware- MS Office (Word, Excel, Outlook at minimum) 2010/2013/2016/2019- Tablets/Phones from various vendors (e.g., iPads, iPhones, Android) and associated mobile device management and desktop synchronization software- Anti-Virus/Anti-spyware/Malware software- Internet technologies (Chrome, IE and Mozilla browsers plug-ins)- PC Connectivity (cabling, TCP/IP)- Basic hardware including Dell/HP system boards, CPUs, RAM, SATA/SAS/SSD Hard Drives, CD/DVD Readers/Burners, Printers, Scanners, etc.- PC configuration, management, imaging and patch distribution tools (e.g., Ghost, WSUS, ScriptLogic, SCCM)- Basic email troubleshooting- Microsoft Windows 2008/2012/2016/2019 Server with a basic-level understanding of Active Directory design and implementation- Basic local and network connectivity including troubleshooting TCP/IP, DHCP, NICs, DNS, USB, FireWire, network drive mappings, etc.- Patch Management using industry tools including, but not limited, to Microsoft SCCM, WSUS, Ivanti, Ninite, ManageEngineo 3rd party scripting tools (Desktop Authority, Manage Engine) What education/training/certification you needCompTIA A or Net REQUIRED!Microsoft MCP REQUIRED!MCSA/MCDST desiredBachelor degree desired What you will doYou will provide on-site and remote support services to our commercial clients, mostly in Windows 10 and 2008/2012/2016/2019 server environments. You are expected to: - Respond to phone and/or email requests- Visit client sites for desktop deployments and troubleshooting as needed- Categorize the customer request- Enter help desk tickets- When possible, solve entry level user technical issues- Provide timely ongoing communications with client regarding status and resolution- Complete other duties as assigned Where you will do itOur office in Rockville with some driving to client sites around the DMV area. BenefitsInfoTech provides a comprehensive benefits package that includes paid vacation, personal/sick days, employee health insurance coverage, and a 401(k)/profit sharing plan. Equal Opportunity Employer.
Salary : $55,000 - $70,000