Help Desk Technician I PM Shift (10 AM 7PM ET)
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Job Location:
Reston, VA - USA
Monthly Salary:
Not Disclosed
Posted on:
30+ days ago
Vacancies:
1 Vacancy
Job Summary
Position Summary:
We are seeking a proactive and technically skilled Help Desk Technician (Tier 1) to join our dynamic IT support team. This position provides advanced front-line technical support to internal staff and external customers resolving a wide range of issues including system access hardware software application and network troubleshooting. Candidates must be able to work 10:00 AM - 7:00 PM ET M-F.
Ideal candidates will demonstrate strong communication organizational and problem-solving abilities along with a customer-first mindset and the drive to continuously grow their technical skillset. This is a high-visibility role with opportunities for advancement and development.
Key Responsibilities:
- Provide timely and professional technical support via phone email and ticketing system (ConnectWise) for desktop and application issues.
- Troubleshoot and resolve problems related to:
- User accounts and password resets
- Microsoft Windows 10 and 11 and Microsoft Office 365 applications
- Network connectivity (wired and wireless)
- Printers scanners and peripheral devices
- Mobile devices (iOS/Android)
- Assist users with proper hardware and software configurations.
- Document detailed technical steps and resolutions in the ticketing system.
- Escalate complex or unresolved issues to Tier 2 support with appropriate documentation.
- Author and maintain internal knowledgebase articles and user guides for self-service support.
- Participate in team knowledge sharing and contribute to continuous improvement of IT processes.
- Provide occasional end-user training or onboarding assistance for common tools and systems.
Required Skills and Qualifications:
- Proficiency with:
- Windows 10/11 desktop operating systems
- Microsoft Office 365 suite (Outlook Word Excel Teams OneDrive)
- Basic networking concepts (IP DNS DHCP VPN)
- Excellent interpersonal and communication skills
- Ability to translate technical information to non-technical users.
- Strong organizational skills and a commitment to follow-through.
- Self-motivated with a passion for problem-solving and customer satisfaction.
- Ability to handle multiple tasks and prioritize effectively in a fast-paced environment.
- Familiarity with ticketing systems (ConnectWise preferred) and documentation best practices.
- Ability to work 10:00 AM- 7:00 PM ET M-F.
Preferred Skills:
- Experience with Windows Server environments (Active Directory Group Policy)
- Exposure to SQL scripting or automation tools (PowerShell)
- Familiarity with Mac OS
- Experience with enterprise systems such as Deltek Costpoint or similar ERP platforms
- Basic understanding of cybersecurity principles and best practices
Preferred Education & Experience:
- Associates or Bachelors degree in Computer Science Information Systems or a related field preferred.
- 2-3 years of experience in a help desk or IT support role.
- 2 years of experience in a customer service or technical support setting.
Other Requirements:
- Successful completion of a background investigation and credit check is required.
EOE M/F/D/V
Required Experience:
IC
Key Skills
- user account
- Active Directory
- Customer Service
- Information Technology
- desk support
- End user
- Project Management
- Phone Calls
- service levels agreement
- Desk Staff
- Ltil
- Procedures
- Setup
- hardware
- Technical Support
About Company
NeoSystems offers strategic back office services, hosting, CMMC & security services for government contractors. Find out what we can do for your business!
