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Help Desk Support Technician

Company

Tista Science and Technology Corporation
Address , Rockville, 20854
Employment type FULL_TIME
Salary $45,765 - $84,750 a year
Expires 2023-09-16
Posted at 8 months ago
Job Description
Overview:
TISTA Science and Technology Corporation is seeking a Help Desk Support technician to join our growing corporate Information Technology team at Rockville, MD. TISTA is looking for candidates who will be part of a talented team of engineers that demonstrate superb technical competency, deliver mission critical infrastructure, and ensure the highest levels of availability and performance. The candidate should be able to communicate effectively with technical and business professionals by applying analytical trouble shooting skills. This person must be resourceful, detail-oriented, and 100% client-focused, with a continuing passion for your profession. Up for the challenge? Apply for an interview today!
Responsibilities:
  • Provide Tier 1/2 Support for customers via Teams, email, and phone
  • Communicate with customers to ensure full resolution of issues
  • Perform software installations and updates remotely
  • Create and monitor service tickets in FreshService
  • Create documentation for standard operating procedures
  • Consult with Tier 3 support to assist with advanced IT issues
  • Corroborate and validate data from multiple sources
  • Provide technical assistance for questions and problems and help fix issues
  • Identify and investigate system errors and other issues
Qualifications:
  • Ability to troubleshoot and diagnose IT problems
  • Ability to identify the gaps within the existing operating procedures and fill them
  • Familiarity with supporting applications hosted on Azure
  • Experience responding to requests for IT support from employees and tracking these problems using the Freshservice ticketing management system until complete resolution is attained
  • Proactive and excited to learn new things
  • Experience in troubleshooting hardware and software problems and providing effective solutions
  • Detail-oriented including updating all service tickets with detailed notes
  • Experience with both Android and iOS platforms
  • Familiarity with Remote Control management tools
  • Familiarity with both PC and Mac, experience with different browsers
  • Strong computer skills, especially with experience on Dell laptops
  • 3+ years’ experience working in a Service Desk/Help Desk environment
  • Good writing and editing skills to aid in writing and updating manuals
  • Very good customer service skills, ability to communicate effectively to help customers fix their issues and feel satisfied with the experience
  • Good experience working with Office 365 applications such as Outlook, Teams, SharePoint etc.

Education

Location: Rockville, MD (Hybrid 2-days a week)

Education:
  • Bachelor’s degree in an IT-related field, or an Associate’s degree with 5+ years relevant experience
  • Microsoft MCP, Apple ACSP, CompTIA Network+ certifications are desired
Pay Range:
  • Also, certain positions are eligible for additional forms of compensation, such as bonuses.
  • TISTA associates are eligible to participate in our comprehensive benefits plan! More information can be found here: https://tistatech.com/working-at-tista/
  • The actual salary offer will carefully consider a wide range of factors, including your skills, qualifications, experience, and location.
  • The pay for this position ranges from $45,765 to $84,750.