Remote Help Desk/ Windows Support

Prominent Edge Llc; España; Remote; EUR 45,000 - 54,000; Full time

Benefits offered by this job

PTO & holidays

401k match

Health insurance

E-Verify

Job summary

Prominent Edge is seeking an Information Help Desk/ Windows Support specialist in Gaithersburg, MD. You will assist customers, document issues, and apply SOPs while using knowledge bases to map solutions. This role requires IT experience and a strong customer-service mindset.

The position emphasizes Windows endpoint support, network concepts, and delivering high-quality, scalable help desk operations for a growing enterprise. U.S. citizenship is required and remote work is not specified.

Qualifications

• Associates degree or 60 credit hours in CS/IS management or equivalent experience.
• At least one year of Tier II Desktop Support experience in an enterprise environment (250+ users).
• ITIL Foundations, Dell Hardware, and CompTIA A+ certifications are preferred or required.

Skills

Customer support

Documentation

Knowledge base usage

Network concepts

SOP adherence

Windows support

Education

Associates degree or 60 credit hours in CS/IS management

One year of Tier II Desktop Support in an Enterprise environment (250+ users)

Tools

ITIL Foundations

Dell Hardware

CompTIA A+

Job description

We are looking for an Information Help Desk/ Windows Support in Gaithersburg, MD to join our team at Prominent Edge. We are a small, stable, growing company that believes in doing things right. Our projects and the needs of our customers vary greatly; therefore, we always choose the technology stack and approach that best suits the particular problem and the goals of our customers. As a result, we want engineers who do high-quality work, stay current, and are up for learning and applying new technologies when appropriate.

Required experience:

• Supporting customers in-person and remotely
• Writing simple documentation, step-by-step guides, or customer request details for others to read and use
• Using knowledge base applications or sites to map situations to potential solutions
• Applying basic network concepts in resolving customer issues
• Applying standard operating procedures or known solutions.
• Associates degree, 60 credit hours completed in computer science or information systems management or one year of experience in providing Tier II Desktop Support service in an Enterprise environment (250 or more users)

Required certifications:

• ITIL Foundations v3 or v4 (the contractor has 40 business days from start date to obtain this certification)
• Dell Hardware (the contractor has 20 business days from start date to obtain this certification)
• CompTIA A+

Experience supporting technology and users of technology in a customer support function or role, including at least three items below:

• Windows endpoint device installation
• Windows endpoint device break / fix & upgrade
• Local and network printer installation & repair
• UPS repair (APC)
• Installation of Windows based COTS software & drivers,
• Installing NIST Windows system images
• Windows security patching
• Malware & virus removal
• Troubleshooting multifaceted incidents and questions

W2 Benefits

Not only you get to join our team of awesome playful ninjas, we also have great benefits:

• 3 weeks paid time off per year+10 Holidays
• Six percent 401k matching, vested immediately
• We offer comprehensive health care plan(s) with nationwide coverage for you and your family
• This organization participates in E-Verify

About You

You are organized and eager to accept responsibility.

You want a seat at the table at the inception of new efforts; you do not want things "thrown over the wall" to you.

You are an active listener, empathetic and willing to understand and internalize the unique needs and concerns of each individual client.

You adjust your speaking style for your audience and can interact successfully with both technical and non-technical clients.

You are detail-oriented but never lose sight of the Big Picture.

You can work equally well individually or as part of a team.

U.S. citizenship required.

About Us

We are both a Products and Services company. We not only create our own products but we also provide DevOps as a service to our clients.

"Hire the best people. Do the best work."

We value teamwork. We support each other and believe in shared success.

We believe in Continuous Improvement.

We believe in Continuous Learning.

We work in both the Commercial and Government sectors.

We have been doing remote work since the inception of the company and are very good at it.

$50,000 - $60,000 a year