Job Description

Title: Helpdesk Technician

Location: 5 days a week onsite in Laytonsville 

Job Type: Full-Time | Exempt

Salary: $50,000 - $55,000 / Year

Benefits: This position is eligible for medical, dental, vision, and 401(k). 

Position is not eligible for sponsorship.

The Helpdesk Technician is responsible for technical support assisting end users with their day-to-day technical duties and issues. A competent Helpdesk Technician will provide fast and useful technical assistance on computer systems. They will answer queries on basic technical and software issues and offer to solve them.

An excellent Helpdesk Technician must have good technical knowledge and be able to communicate effectively to understand the problem and explain its solution. They must also be customer-oriented and patient to deal with difficult users. Must be focused on working with a team and coordinating with team members to solve complex issues.

Responsibilities:

·        Serve as the first point of contact for users (Tier 1) seeking technical assistance; over the phone, email, and ticketing system.

·        Meet marketed Service Level Agreements and Standard Operating Procedures.

·        Perform in-person and remote troubleshooting through diagnostic techniques and pertinent questions.

·        Determine the best solution based on the issue and details provided by the user.

·        Document solutions and create knowledge base articles to assist in problem resolution.

·        Train on all our custom applications

·        Triage and prioritize helpdesk support requests.

·        Work on multiple systems from different company departments.

·        Direct unresolved issues to the next level of support personnel (Tier 2). Own the ticket until completion.

·        Record events and problems and their resolution in helpdesk tickets.

·        Identify and suggest possible improvements on helpdesk policies and procedures.

·        Assist users in understanding and utilizing various software applications and systems.

·        Provide basic training and guidance to users on IT best practices.

·        Assist the IT department as needed.

Qualifications:

·        2-year Degree (AA) in computer science; or like experience.

·        Proven experience as a Helpdesk Technician or other IT support role.

·        Tech savvy; with working knowledge of office automation products, databases and remote-control tools.

·        Zendesk ticket system experience (Preferred but not required).

·        Azure, Office 365, Exchange online, Windows 11 experience

·        Ability to diagnose and resolve basic to mid-level technical issues.

·        Ability to understand and resolve custom application issues and questions.

·        Good understanding of computer systems, mobile devices and other tech products.

·        Excellent verbal and written communication skills.

·        Customer-oriented and cool-tempered.

·        Customer service is a priority.

·        Solution orientation to problem resolution and process improvement

·        Thorough knowledge of desktop and business/technical support systems.

Working conditions

·        This job operates in a professional office environment. This role routinely involves standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

What we provide:   

·        Competitive salary   

·        On-the-job training 

·        Paid Time off 

·        Medical benefits with dental and vision 

·        Flexible Spending Account 

·        401(k) plan 

·        Flexible work/life balance 

·        Family-oriented company culture 

Addison Group is an Equal Opportunity Employer. Addison Group provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. Addison Group complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. Reasonable accommodation is available for qualified individuals with disabilities, upon request.

IND 005-010

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