Help Desk Technician – Washington, DC

Cogent Communications; Washington (District of Columbia); On-site; USD 65,000 - 75,000; Full time

Job summary

Cogent Communications in Washington, DC is seeking an IT Helpdesk Analyst to join our global, Tier 1 network operations team. You will be the first point of contact for hardware, software, and application issues, providing timely support by phone, email, and ticketing system.

The role requires 2+ years in 1st level support, strong Windows 10 and Windows Server 2019 knowledge, and experience with Active Directory.

Qualifications

• Degree in an IT-related field or equivalent experience.
• 2+ years of 1st Level Support experience.
• Strong knowledge of Windows 10 and Windows Server 2019.
• Experience with Workspace ONE and Tanium.
• Familiarity with DNS, TCP/IP, and file/print servers.
• Strong communication in English, verbal and written.

Responsibilities

• Provide first-level contact and problem resolution for users via phone, email and ticketing system.
• Maintain communications with employees during the problem resolution process.
• Create, modify and manage Active Directory objects via Windows Server.
• Deploy hardware and software including imaging and installations.
• Desktop and laptop hardware troubleshooting.
• Perform inventory and asset tracking duties.
• Support company cybersecurity efforts on all clients.
• Maintain and update system documentation.

Skills

Windows 10

Windows Server 2019

MS Office 2019

Active Directory

DNS, TCP/IP

Customer support

Education

Bachelor's degree in IT or related field

Tools

Active Directory

Workspace ONE

Tanium

Job description

Company

Cogent Communications is a global, Tier 1 facilities-based ISP, consistently ranked as one of the top five networks in the world and is publicly traded on the NASDAQ Stock Market under the ticker symbol CCOI. Cogent specializes in providing businesses with high speed Internet access and Ethernet transport services. Cogent facilities-based, all-optical IP network backbone provides IP services globally. Since its inception, Cogent has unleashed the benefits of IP technology, building one of the largest and highest capacity IP networks in the world. This network enables Cogent to offer large bandwidth connections at highly competitive prices. Cogent also offers superior customer support by virtue of its end-to-end control of service delivery and network monitoring. A competitive base salary and a full benefits package including Health, Dental, Vision, Paid Time Off (PTO), Short- and Long-Term Disability, Life Insurance, Holidays, Parental Leave, 401(k) plan with employer match, stock options, and an Employee Assistance Program. Most benefits take effect within 30 days of employment, and some require a waiting period.

Company

Cogent Communications is a global, Tier 1 facilities-based ISP, consistently ranked as one of the top five networks in the world and is publicly traded on the NASDAQ Stock Market under the ticker symbol CCOI. Cogent specializes in providing businesses with high speed Internet access and Ethernet transport services. Cogent facilities-based, all-optical IP network backbone provides IP services globally. Since its inception, Cogent has unleashed the benefits of IP technology, building one of the largest and highest capacity IP networks in the world. This network enables Cogent to offer large bandwidth connections at highly competitive prices. Cogent also offers superior customer support by virtue of its end-to-end control of service delivery and network monitoring. A competitive base salary and a full benefits package including Health, Dental, Vision, Paid Time Off (PTO), Short- and Long-Term Disability, Life Insurance, Holidays, Parental Leave, 401(k) plan with employer match, stock options, and an Employee Assistance Program. Most benefits take effect within 30 days of employment, and some require a waiting period.

Compensation

[Starting / Initial] Base Salary Pay Range: $65,000-$75,000/yr. Specific offers within the listed pay ranges are determined by a variety of factors such as experience, education, skills, certifications and business needs.

Responsibilities

• Provide first-level contact and problem resolution for all users with hardware, software and applications problems via phone, email and ticketing system
• Maintain communications with employees throughout the problem resolution process
• Create, modify and manage Active Directory objects via Windows Server
• Deploy hardware and software including imaging of Windows operating systems, software installation, restoration of user data, assembly, cable management, and peripheral connections
• Desktop and laptop hardware troubleshooting
• Perform inventory and asset tracking duties
• Support company cybersecurity efforts on all clients
• Maintain and update computer and systems documentation

Qualifications

• Degree in an IT-related field or equivalent experience
• 2+ years of working experience as 1st Level Support / User Helpdesk
• Solid expertise in current Microsoft desktop operating systems and application software
• Windows 10 / Windows Server 2019/ MS Office 2016, 2019
• Experience with endpoint solutions (Workspace ONE, Tanium)
• Solid knowledge of personal computer hardware configuration and setup
• Basic knowledge of DNS, FTP, TCP/IP, file and print servers
• Experience in using Active Directory, Creating and managing accounts
• Strong interpersonal and relationship-building skills, conducive to team development
• Excellent telephone and face-to-face communication skills
• Ability to multitask in a challenging, fast-paced environment
• Good communications skills in English, both verbal and written
• Creative and innovative in problem solving
• Availability to work after hours and weekends

Physical Requirements

• Frequently remains in a sitting/stationary position during the workday
• Operates a computer and performs desk-based computer tasks continually, frequently viewing a computer screen

Cogent Communications is an Equal Opportunity Employer.