L2/L3 Help Desk Support Technician

Industry: Network Services

Location: Bowie MD and Annapolis MD

Job Category: Information Technology - Systems

Are you a tech wizard who loves to solve puzzles? Do you have a passion for troubleshooting and helping others navigate the digital world? If so, we have the perfect job for you! Our company is seeking an experienced IT Helpdesk professional to join our team.

As our IT Helpdesk superhero, you will use your in-depth knowledge of computer systems and mobile devices to diagnose and resolve basic technical issues. You'll be a pro at troubleshooting different types of operating systems such as Windows, Mac/iOS, and more. You'll also have hands-on experience using a ticketing system to keep track of requests and ensure that all issues are resolved in a timely and efficient manner. So, if you're ready to put your IT skills to the test and be the hero our team needs, apply now! We can't wait to see your problem-solving skills in action. In this role you will:

● Providing technical support and implementation assistance to clients that require superior technical expertise

● Working with the support ticket tracking system (open, reply, update and close support tickets) and answer phone calls from customers

● Identifying application or environmental issues that occur during evaluation, implementation and ongoing usage

● Investigating customers' issues and communicate them to the next level for further resolution if needed

● Contributing to the product development based on the customers' feedback, common problems and needs

● Providing technical consultations and knowledge transfer to sales and technical support reps, including internal product training.

About You:

● At least 5 years of experience as IT Helpdesk or relevant experience

● Experience in troubleshooting different types of operating systems / units (windows, mac/ios, etc)

● In-depth knowledge of computer systems and mobile devices

● Hands on experience with diagnosing and resolving basic technical issues

● Experience in using a ticketing system

● Customer service oriented nature

● Patience in problem-solving and troubleshooting

● Ability to quickly learn, understand and explain technical information

● Ability to communicate technical information clearly and concisely via email and phone

● Experience with Microsoft technologies (Active Directory, Exchange, Group Policy, SQL Servers and Reporting Services, etc.)

● Experience with CSP (cloud service provider) administration in Microsoft 365 and Google Workspace, including managing users, groups, and settings

● Must know MDM or Microsoft Intune for Mobile devices

● Familiar with Cisco products

MSP EXPERIENCE is a huge plus!

Professional certificates are a HUGE plus!

Employment Type

Full-time

Job Type: Full-time

Salary: $65,000.00 - $75,000.00 per year