Job Title: Senior IT Service Desk Technician - Level 2 Support Specialist
Job Summary:

• Join an innovative team as a Senior IT Service Desk Technician, providing elevated Level 2 support to resolve client issues and service tickets efficiently. You'll play a crucial role in triaging, prioritizing, and resolving technical challenges, contributing to a seamless helpdesk experience.

Job Responsibilities:

• Collaborate with the helpdesk team to prioritize incoming tickets and address calls from the service desk queue.
• Resolve Level 2 client issues, leveraging advanced knowledge in PC troubleshooting, network issues, and server policies.
• Assist in maintaining comprehensive documentation, ensuring smooth operations and quick resolutions.
• Mentor lower-level techs, fostering growth opportunities within the team.

Required Skills and Qualifications:

• Minimum 6 months of prior helpdesk experience.
• High school diploma or equivalent; CompTIA, C , N certifications preferred.
• Proficiency in Microsoft Office Suite and related software.
• Advanced troubleshooting skills in PCs, networks, server policies, and Active Directory.
• Strong interpersonal and customer service skills.
• Exceptional organizational and time management abilities.

Other Details:

• • Type: Permanent full-time position.
  • Location: Gaithersburg, MD area.
  • Onsite: 20% onsite in office Gaithersburg, 10% travel to clients sites, and 70% WFH
  • Hours: 9 am - 5 pm EST.

Physical Expectations:

• Prolonged desk work on a computer.
• Ability to lift and carry up to 15 pounds unassisted.

Additional Requirements:

• Clear background, education, and employment verification.
• Clean driving record and own transportation for occasional on-site client visits.

About Airiam
Airiam is a leading managed IT services provider, specializing in cybersecurity, cloud solutions, network management, and IT consulting for SMBs. Our dedicated team delivers exceptional customer service and the latest technology tools to keep our clients ahead of the competition. Join Airiam, where we transform digital security and IT management, foster collaboration, and value character and integrity. Be a part of our people-centric culture and help us make the digital world safer. Join us for growth and impact!