Help Desk Technician

Vision Technologies; Glen Burnie (MD); Hybrid; USD 45,000 - 55,000; Full time

Job summary

Vision Technologies seeks a detail-oriented help desk professional to support clients with computer systems, hardware, and software. You will respond to inquiries, run diagnostics, identify root causes, and implement effective solutions.

During training you will be onsite four days a week, transitioning to a hybrid schedule afterward. Ideal candidates have AD, Windows 10, and Office knowledge, plus 1–2 years IT helpdesk experience and strong customer service skills.

Qualifications

• Experience with IT helpdesk environments or equivalents.
• Knowledge of Windows 10, Microsoft Office, and AD.
• Strong customer service and communication skills.

Responsibilities

• Monitor and respond to helpdesk requests via phone, email, or ticketing system.
• Provide technical assistance for hardware, software, and systems.
• Create training materials with screenshots for clients.
• Document internal procedures and maintain system performance.
• Report recurring issues to Tier 2/3 support and assist with diagnostics.

Skills

Active Directory

Windows 10

Microsoft Office

Customer service

Problem solving

Attention to detail

Helpdesk experience

Job description

Vision Technologies is seeking a detail-oriented, thorough, and organized help desk employee to join our growing team. In this position, you will be responsible for providing technical assistance and support to clients with computer systems, hardware, or software issues. You will also respond to queries, run diagnostic programs, isolate problems, and determine and implement solutions.

Responsibilities:

• Monitor and respond quickly and effectively to requests received through the IT helpdesk
• Respond to customer queries by phone, email or ticketing system
• Create step-by-step training material with screenshots for clients
• Provide technical assistance and support for incoming concerns and issues related to systems, software and hardware
• Document internal procedures
• Maintain daily performance of computer systems
• Ask educated questions and listen to customers to determine root cause of issues
• Work through the problem-solving process with customers, empowering them to do the same in the future
• Run diagnostics to resolve problems
• Clean up computers
• Report significant and recurring issues to the tier-2/3 support team
• Resolve technical problems with Local Area Networks (LA), Wide Area Networks (WAN), and other systems or report to tier-2/3 support.
• Collect feedback to determine patterns and issues such that they can be resolved or FAQs can be provided to customer to ease in troubleshooting

Qualifications:

• Knowledge of Active Directory, Windows 10, Microsoft Office products
• Ability to diagnose and resolve basic computer/technical issues
• Outstanding customer service skills and positive attitude toward helping others.
• Keen attention to detail, memory of patterns, and interest in problem-solving
• 1 – 2 years of experience in the IT helpdesk field preferred
• Reliable transportation to get to and from the office
• Will be onsite for 4 days a week during training, and will be reduced to hybrid after initial training period ends

Compensation:

$50,000 + Visions Benefits