Helpdesk Support – Senior

Helpdesk Support – Senior

Position Number 0201002
Location of Work Rockville, MD
Job Description

Position requires a high degree of interaction with users. The individual responds to and diagnoses problems through discussion with users. Ensures a timely process through which problems are controlled. Includes problem recognition, research, isolation, resolution, and follow-up steps. Supervises operation of help desk and serves as focal point for customer concerns. Provides support to end users on a variety of issues. Identifies, researches, and resolves technical problems. Responds to telephone calls, email and personnel requests for technical support.

Documents, tracks, and monitors the problem to ensure a timely resolution. Provides second-tier support to end users for either PC, server, or mainframe applications or hardware. Interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problem. Simulates or recreates user problems to resolve operating difficulties. Recommends systems modifications to reduce user problems. Provide technical assistance to computer users. Answer questions or resolve computer problems for clients in person, or via telephone or electronically. May provide assistance concerning the use of computer hardware and software, including printing, installation, word processing, electronic mail, and operating systems. Serves as the primary interface and point of contact with Government program authorities on technical and program/project issues.

Provides support to distributed PC/networking environment including installation, testing, repair, and troubleshooting for stand-alone PCs, PCs linked to networks, printers, and other computer peripherals. Support responsibilities include software installation, and configurations. This technician performs technical, operational, and training support to users of personal computers either by telephone, or on-site for PC desktop hardware and software packages. Job duties require the technician to install and test personal computers, printers, and other peripherals, configure operating system, load shrink-wrap programs and other application software programs.

In this position, the incumbent troubleshoots computer problems, performs hardware and software diagnostics, coordinates needed repairs, resolves computer system problems, including coordination between users and components of a local area network, and participates in the evaluation of system configuration and software.

Employment Type Full-Time
Permanent Salary Range Commensurate with Experience
Key Benefits

TechGlobal Inc. is looking for highly motivated individuals to support our growing federal practice in IT infrastructure operations and maintenance. Having been in business for over 12 years, we offer a strong innovative team, excellent work environment and a commitment to client satisfaction.Our IT technical expertise is second-to-none and our dedication to customer service, rapid response and flawless execution is a core value that distinguishes TechGlobal Inc. from its competitors. If you are driven to excel, we want you!

Minimum Required Skills

Position will require candidate to obtain secret level security clearance.

  • Five (5) years of directly related experience supporting help desk Tier 1, Tier 2 and/or Tier 3 operations, preferably supporting a large-scale government customer.
  • Experience providing technical support for microcomputer hardware, networks, account administration, and office automation software via telephone, as appropriate.
  • Demonstrated knowledge of deploying computer hardware and software.
  • Demonstrated experience developing and providing Service Level Agreements.
  • Demonstrated knowledge of help desk ticketing systems desired. Knowledge of managed services software desired.
  • Demonstrated knowledge of Windows 10, Active Directory, Network Basics, VPN Basics, and Mobile Device Basics.
  • Must have certification in: A+2015 (or later) by CompTIA and MCSA Windows 10 (or later) by Microsoft

Interested candidates should provide a cover letter along with your resume.

Email resumes to TechGlobal, Inc. –