Help Desk Support Technician

Jobs via Dice; Baltimore (MD); On-site; USD 60,000 - 80,000; Full time

Job summary

DecisionPoint Corporation in Baltimore is looking for a Help Desk Support Technician. This entry-level role involves providing customer service and technical support in a call center environment. Candidates should have relevant IT certifications and at least one year of experience in a help desk role.

Benefits

Medical, Dental, Vision Insurance

401(k) Match

Training Reimbursement

Paid Time Off

Flexible Spending Account

Qualifications

• 1+ year experience in help desk role.
• Experience with Windows OS and Microsoft applications.
• Knowledge of ticketing systems preferred.

Responsibilities

• Provide technical support and documentation for incidents.
• Resolve or escalate issues as per SOP.
• Maintain communication with customers throughout the ticket lifecycle.

Skills

Customer Service

Problem Solving

Technical Support

Education

HDI Customer Service Representative

HDI Desktop Support Technician

A+ Certification

Tools

ServiceNow

Remedy

TCP/IP

vBNS

MPLS

VoIP

Cisco routers

Job description

6 days ago Be among the first 25 applicants

Get AI-powered advice on this job and more exclusive features.

Dice is the leading career destination for tech experts at every stage of their careers. Our client, Decisionpoint Corporation, is seeking the following. Apply via Dice today!

Overview

DecisionPoint Corporation is seeking a Help Desk Support Technician to join our team! The Help Desk Support Technician will work in a Call Center environment, providing detailed call/problem documentation of reported incidents utilizing the Change, Asset and Problem Reporting System (CAPRS). Problem reporting in the CAPRS is required in both real-time voice and emergency notifications. The candidate will function as a Customer Service Representative (CSR). The candidate identifies and reports on a wide variety of hardware, software, mainframe access and print problem determination/escalation. All employees are considered mission critical and are expected to report even during inclement weather conditions.

This position is onsite in Baltimore, MD.

Duties & Responsibilities

Essential Functions, Responsibilities & Duties may include, but are not limited to:

• The Initial Call Intake function, normally performed by the Customer Service Representative (CSR), provides detailed interaction/incident documentation of reported problems utilizing the incident management system. Documentation in the incident management system is required for both real-time voice and virtual reported problems.
• Documents and provides problem analysis and resolution on a wide variety of hardware, software, video, mainframe, and network problems.
• Dispatches all vendor hardware maintenance requests, following priority levels as defined in the Standard Operating Procedure (SOP).
• Customer Service Representatives also utilize operational communications systems within the Service Center to communicate real-time events to management and customers as required.
• Utilize email, instant messaging, and other monitoring tools to remain aware of current issues affecting widespread availability.
• Respond to customer calls concerning general inquiries, providing "how to" assistance for specific problems
• Accept and process virtual call inquires for hardware and software,
• Open a call ticket for every customer contact and determine and document scope, impact, and priority; resolve, or escalate to incident (level-2).
• Follow-up with customers, vendors, or SSA components, as required, to resolve problems and ensure ticket updates are current.
• Close all tickets only when a problem has been resolved to the customer's satisfaction and all steps to resolve an issue are completely documented in the service tickets.
• Create a report detailing all open, severity-1 issues encountered up until the time of the report creation and submit to the designated distribution list.
• Gather information and follow required diagnostic procedures.
• Adhere to the Standard Operating Procedures (SOP).
  
  

Qualifications

• Must hold at least one of the following certifications: HDI Customer Service Representative, HDI Desktop Support Technician or an A+ certification.
• Minimum of one year experience serving in a help desk role and experience with Windows Operating System workstation/server, Microsoft Systems Management Server (SMS), Microsoft Exchange/Outlook, client/server applications, Transmission Control Protocol/Internet Protocol (TCP/IP), very high speed Backbone Network Service (vBNS), Multi-Protocol Label Switching (MPLS), VoIP, and Cisco routers.
• Minimum of one year of IT call center support experience required.
  
  

Desired skills:

• Ticketing system knowledge/experience (ServiceNow, Remedy or any other ticketing system).
  
  

The hourly range for this role is $19/HR to $21/HR.

DecisionPoint provides a comprehensive benefits package including Medical, Dental, Vision, Life Insurance, Short-Term Disability, Long-Term Disability, 401(k) Match, Health Savings Account, Flexible Spending Account, Training Reimbursement, Education Assistance, Paid Time Off, and Holidays.

Our Equal Employment Opportunity Policy

• EEO and Affirmative Action Policy: DecisionPoint Corporation is an Equal Employment Opportunity and Affirmative Action employer. It is the policy of DecisionPoint Corporation to provide equal employment opportunity in accordance with all applicable Equal Employment Opportunity/Affirmative Action laws, directives and regulations to all employees and qualified applicants without regard to race, ethnicity, color, religion, national origin, sex, age, disability status, pregnancy, sexual orientation, gender identity, genetic information, protected veteran status, or any other protected status under Federal, State or Local laws.
• Pay Transparency Policy: In accordance with Presidential Executive Order 13665, DecisionPoint Corporation will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information.
• Authorization to Share Resume and Personal Information: By expressing your interest and submitting your resume for this position, you authorize DecisionPoint Corporation to share your resume, as well as personal information included on the resume, with its subsidiaries, affiliates and teaming partners for the purpose of considering you for this position and other available positions requiring comparable skills, education and experience. Should DecisionPoint Corporation. or its affiliates and teaming partners wish to initiate pre-employment discussions, you will be asked to complete an employment application and related employment documents.

Seniority level

• Seniority level

  Entry level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology

• Industries

  Software Development

Referrals increase your chances of interviewing at Jobs via Dice by 2x

Get notified about new Help Desk Support Technician jobs in Baltimore, MD.

Linthicum, MD $55,000.00-$65,000.00 3 months ago

Linthicum Heights, MD $55,000.00-$65,000.00 2 months ago

Fort Meade, MD $60,000.00-$70,000.00 3 months ago

Annapolis Junction, MD $146,000.00-$234,000.00 3 weeks ago

Annapolis Junction, MD $39.95-$54.05 2 weeks ago

Columbia, MD $52,200.00-$99,900.00 3 months ago

Help Desk Technician - SWINGS Shift - TS/SCI w. CI Polygraph

Annapolis Junction, MD $28.93-$34.83 1 week ago

Helpdesk Technician - Tier V - TS/SCI w. Polygraph

Nursing Support Tech, Mother Baby - Day/Night Rotation

Facility Maintenance Support Technician -- Baltimore MD

We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.