Help Desk Technician

The MIS Department, Inc. (MIS) is seeking a Help Desk Technician who is driven, responsible, and communicates clearly in a hybrid in-person/remote work environment. We are a managed service provider (MSP) with multiple clients. MIS is a human-centered organization, supporting the people who use technology, so that our clients can focus on their mission. We are seeking a full-time (non-contract) Help Desk Technician to fill a salaried position, charged with addressing work requests, and providing on-site support to MIS clients. This role reports to the Help Desk Manager.

The scope and nature of work to be performed by the Help Desk Technician varies greatly, but the most common work requests are troubleshooting issues with computer equipment, software, and SaaS accounts, on/off-boarding users (which involves preparing laptops for new users, creating various SaaS accounts, deactivating accounts, and retrieving equipment for departing users), diagnosing network connectivity and printing issues, installing (or diagnosing issues with) ad-hoc applications on users’ devices, and offering onsite assistance related to conference room setup and usage and VoIP services. Roughly one-third of such work requests involve diagnosing system-wide problems (such as Microsoft 365 or Google Workspace configuration issues, or identifying misconfiguration of IdP solutions). Compensation for this position will be commensurate to the successful candidate’s experience and abilities.

MIS is not a federal contractor. Security clearance is not required for this position, but a background check may be conducted.

Responsibilities:

• Travel to D.C. and visit client offices (DuPont Circle and McPherson Square), 4–5 times per week to offer onsite, in-person support.

• Enter work requests submitted via phone, email, or directly to MIS personnel into the Help Desk ticketing system to ensure all requests are recorded and tracked.

• Provide Help Desk coverage to address ad-hoc work at all times during business hours, and as required by the on-call schedule.

• Engage and address all work requests in a timely fashion.

• Document all actions taken using language suitable for client end users as the audience.

• Complete work requests within the agreed upon timeframe with the specific client, and update client on work progress using an agreed upon communication medium and frequency.

• Install and perform repairs to hardware, software, or peripheral equipment, following design or installation specifications.

• Set up computing equipment (including peripherals) for use by end users, perform and ensure proper installation/configuration of cables, operating systems, and various approved software.

• Read technical manuals, confer with users, or conduct computer diagnostics to investigate and resolve reported or identified problems or to provide technical assistance and support.

• In partnership with Help Desk Manager, verify that any Help Desk request is within the scope of work established for each client.

• Collaborate with network engineers and software developers to select appropriate design solutions and ensure the compatibility of system components.

• Identify any trends in tickets and report possible problems to Help Desk Manager and Engineers.

• Generate reports that assist with identifying devices that are non-compliant with device policies.

• Offer assistance to MIS staff with project work, e.g., system or solution migrations or moving from Active Directory to Azure AD.

• Develop training materials and procedures, and train users in the proper use of hardware or software.

• Review system logs from end user devices (Windows or macOS), SaaS offerings (including Microsoft 365, Google Workspace, IdPs, password managers, and EPPs) to identify or diagnose issues.

• Use MIS’ time tracking tool to track hours spent on daily tasks.

• Occasionally position self to maintain computer equipment, including under desks, in the server closet, or overhead.

• Be able to lift up to 50 lbs.

• Other duties as assigned.

Qualifications

• Strong troubleshooting and critical thinking skills

• Strong oral, aural, and written communication skills

• Proven attention to detail

• Positive and professional demeanor, including a willingness to be diplomatic in tense situations

• Strong work ethic, which includes honesty, timeliness, and camaraderie with others, especially with colleagues and client end-users

• Proven ability to learn new concepts and technologies

• Previous experience in IT, MSP, customer service, or related fields

• Intermediate (or better) knowledge of computer networks, printers

• Experience or familiarity with Microsoft Azure, InTune, AutoPilot, Google Workspace, EPP, IdP, Zendesk, Okta, Duo Security, Mosyle, Meraki, 1Password, Slack, Teams, and cloud storage solutions such as SharePoint, Google Drive, Dropbox, and Box.

• Ability to build rapport with end users