Help Desk Technician

Position: Help Desk Technician

Location: Silver Spring, MD

Pay Rate: $25-27

Job Summary

We are seeking a skilled and customer-focused Help Desk Engineer to join our IT support team. The ideal candidate will be responsible for providing Tier 1 and 2 technical support, troubleshooting hardware and software issues, and assisting with IT requests. This role requires strong problem-solving skills, excellent communication, and a willingness to work with a diverse range of users, including an older generation.

Key Responsibilities

• Handle Tier 1 and Tier 2 support tickets, including break-fix issues, new computer setups, and password resets.
• Provide technical support for Office 365 and Active Directory administration.
• Assist in the transition to Intune, ensuring a smooth migration process.
• Work collaboratively with an external Managed Service Provider (MSP) for higher-level networking and infrastructure needs.
• Perform light networking tasks such as troubleshooting connectivity issues and assisting with basic network configurations.
• Offer patient and clear guidance to end-users, including those with limited technical experience.
• Document and track issues in a ticketing system, ensuring timely resolution and follow-up.
• Maintain IT assets and provide recommendations for hardware and software upgrades.
  
  

Qualifications And Skills

• A Certification or other relevant technical certifications preferred.
• Proven experience in a help desk or IT support role.
• Strong understanding of Office 365, Active Directory, and Windows environments.
• Familiarity with Intune or a willingness to learn as the company transitions to it.
• Basic networking knowledge, with the ability to work alongside MSP partners.
• Excellent communication and customer service skills, with the ability to assist users with varying levels of technical proficiency.
• Strong troubleshooting and problem-solving abilities.
  
  

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.