Help Desk Technician

TechOp Solutions International, a reputable Service-Disabled Veteran-Owned Small Business that serves Federal, state, local, and private/commercial organizations in the defense and space industry, is seeking Help Desk Technicians for an upcoming contract.

The Help Desk Technician is responsible for providing Tier II deskside technical, remote technical, and operational user support for approximately 10,000 devices located in the within the client’s buildings and remote locations. The technician will perform installation, configuration, maintenance, and troubleshooting on personal desktop computers, laptops, and peripherals such as printers, monitors, and scanners.

Key Responsibilities:

Technical Support:

·       Troubleshoot and resolve issues with Windows and Mac desktops/laptops.

·       Provide PKI assistance, VPN and RESCUE software configuration.

·       Support VIP emergency devices.

·       Document daily status of tickets in the Service Now (SNOW) system.

·       Provide lessons learned and input to standard process improvements.

Device Support:

·       Image, configure, deploy, and install new devices.

·       Perform device imaging and warranty support.

·       Support the loaner and VIP emergency devices.

Customer Support:

·       Provide customer-oriented support, including direct Tier II deskside support and training to users.

·       Maintain logs and document ticket resolution daily.

·       Analyze and resolve problems using remote control software.

·       Documentation and Reporting:

·       Develop and update Standard Operating Procedures.

·       Generate and submit reports such as Weekly Service Desk Request Report and Annual Service Desk Request Report.

·       Provide Senior Leadership After Hour Reports when required.

Requirements

Qualifications:

Education and Certifications:

·       Certified Technical Proficiency in Microsoft OS Maintenance (Microsoft Certified Desktop Support Technician or equivalent).

·       Certified Technical Proficiency in Apple OS Maintenance Support ( Preferred)

·       Associates degree

Experience:

·       Minimum of 2-3 years of experience in a help desk or technical support role.

·       Experience with Microsoft and Apple operating systems.

·       Experience in providing technical support in an enterprise environment.

Skills:

·       Strong troubleshooting and problem-solving skills.

·       Excellent communication and customer service skills.

·       Ability to work independently and as part of a team.

·       Familiarity with ticketing systems, especially Service Now (SNOW).