Sr. Helpdesk Technician

Sr. Helpdesk Technician
US - MD - Rockville

Job Responsibilities:

  • Provide professional end-user support via telephone, email or websites
  • Provide restorative or maintenance actions to resolve end-user problems
  • Respond to end-user problems based on standard procedures
  • Handle advanced technical issues such as call escalations and other issues that require a higher degree of knowledge to resolve
  • Ensure systems are configured properly
  • Act as a resource for more complex end-user issues
  • Track incidents and calls, including but not limited to entering data into the database timely and accurately
  • Handle multiple clients, as required

Skills, Licenses, Knowledge, Education and Training Requirements:

  • High school diploma or equivalent
  • 2+ years’ experience as a Help Desk Technician or equivalent
  • AV: Cisco Gear experience
    • ​Cisco Webex
    • Webex Teams
    • Telepresence Equipment
  • ​Must be familiar with Crestron Equipment
  • Must be familiar with digital signage such as Bright Sign
  • CTS certification is preferred but not necessary
  • ServiceNow ticketing system
  • Tech level 1 qualifications.
  • Level 1 Basic A+ Skills
  • Experience Imaging Laptops via SCCM
  • Excellent customer service skills
  • Solid foundation of Personal Computer experience
  • Troubleshooting capability
  • Overall knowledge of desktop productivity products
  • Ability to work in a team environment
  • Proven ability to remain flexible in a changing environment
  • Attendance and schedule adherence are requirements of this position
  • May require additional project-specific training

The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.

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