Help Desk Technician

Leisnoi, Inc.; Durham (NC); On-site; USD 23,866 - 33,992; Full time

Job summary

Leisnoi, Inc. is seeking a Help Desk Technician to provide professional customer support as the first point of contact for end users. Responsibilities include managing technical support requests, maintaining accurate documentation, and assisting with ticket management in a call center environment.

This position requires at least one year of service experience in a help desk role and relevant certifications such as HDI or CompTIA A+. Candidates will work on-site in Durham, NC or Baltimore, MD.

Qualifications

• Minimum one year service experience in a help desk role.
• Must hold at least one relevant certification.
• Experience in VoIP and MPLS is preferred.

Responsibilities

• Serve as the first point of contact for technical support requests.
• Document all incidents and service requests in the ticketing system.
• Provide accurate troubleshooting support for hardware and software.

Skills

Troubleshooting support for hardware/software

Customer support skills

Knowledge of Windows OS

Experience with ServiceNow or CAPRS

Education

HDI Customer Service Representative or HDI Desktop Support Technician or CompTIA A+

Tools

Microsoft Exchange/Outlook

Microsoft Systems Management Server (SMS)

Cisco routers

Job description

Help Desk Technician

Reports to: Vice President - Professional Services Line of Business

Location: Baltimore, MD or Durham, NC (Onsite, not remote). Candidates must reside within reasonable commuting distance.

Job Type: Full‑time. Hours vary based on shifts and location.

Salary: $21.00 hourly.

Position Summary

Leisnoi Enterprise Solutions, LLC seeks an experienced Help Desk Technician to serve as the first point of contact for end users experiencing technical issues. The role involves providing professional customer support while documenting and resolving incidents in the ticketing system, handling inbound calls, maintaining accurate records, and escalating issues as needed.

Key Responsibilities

Incident Management & Call Intake

• Serve as the first point of contact for technical support requests in a call center environment.
• Document all incidents and service requests in the ticketing system (ServiceNow or CAPRS).
• Provide accurate and detailed documentation of reported problems for both phone and virtual support requests.
• Determine issue scope, impact, and priority while initiating the appropriate resolution path.

Technical Support

• Provide troubleshooting support for hardware, software, printer, network, and access-related issues.
• Assist users with general inquiries and “how‑to” guidance related to systems and applications.
• Diagnose and resolve common technical issues using knowledge base documentation and diagnostic procedures.
• Escalate complex incidents to Level 2 support when necessary.

Ticket Management

• Open a service ticket for every customer interaction.
• Maintain accurate and timely updates to all tickets.
• Follow up with customers, vendors, and internal teams to ensure resolution.
• Close tickets only when issues are fully resolved and documented.

Operational Awareness

• Monitor email, messaging platforms, and alerting systems to remain aware of enterprise‑wide issues.
• Communicate operational events or critical incidents to management as required.
• Dispatch vendor hardware maintenance requests following established SOP procedures.

Reporting & Compliance

• Assist in documenting severity incidents and operational reports as required.
• Follow all contract Standard Operating Procedures (SOP) and call center policies.
• Maintain compliance with federal service desk operational standards.

Education & Experience

• Must hold at least one of the following certifications: HDI Customer Service Representative, HDI Desktop Support Technician, or CompTIA A+.
• Minimum one year service experience in a help desk role, with experience in Windows OS, Microsoft Systems Management Server (SMS), Microsoft Exchange/Outlook, client/server applications, MPLS, VoIP, and Cisco routers.

Clearance Requirement

Must be able to obtain and maintain a Public Trust clearance.

Office Location and Travel

Durham, NC or Baltimore, MD. Not remote.

Hours

Hours vary based on shifts and location.

Salary

$21.00 hourly.

EEO Statement

Leisnoi is an Equal Opportunity Employer. Leisnoi considers all applicants for employment without regard to race, color, sex, national origin, religion, age, physical or mental disability, family responsibility, marital status, sexual orientation, political affiliation, veteran’s status or any other legally protected status. Pursuant to The Alaska Native Claims Settlement Act 43 U.S.C. Sec. 1601 et seq., and federal contractual requirements, Leisnoi may legally grant certain preference in employment opportunities to Leisnoi Shareholders and their Descendants. EOE/AA/M/F/D/V