Helpdesk Technician

James G. Davis Construction (DAVIS); Rockville (MD); On-site; USD 37,000 - 48,000; Full time

Benefits offered by this job

Employer-paid health care (family)

Life insurance

Short- and long-term disability

Annual incentive bonus

HSA contribution

On-site fitness center

Job summary

DAVIS is seeking a Helpdesk Technician to be the primary contact for end-user IT support at our offices and project sites. You will diagnose and resolve issues with PCs, software, networks, printers, and mobile devices, while maintaining documentation and vendor coordination.

You will travel to project sites throughout the DC Metro area to provide timely IT support and asset transport. A Bachelor’s degree or related IT experience, plus customer service skills, are required.

Qualifications

• Bachelor’s degree or equivalent experience in IT support.
• 6 months of Helpdesk experience preferred.
• Experience supporting IT and business solutions.
• Customer service-oriented attitude.
• Understanding of networking concepts, equipment and role.
• Microsoft Windows operating systems experience.
• Must travel to project sites across the DC Metro area for IT support.

Responsibilities

• Provide first-line end-user support for employees at offices and project sites.
• Diagnose and resolve PC/laptop hardware, software, network, printers, and mobile issues.
• Document problems and troubleshooting steps in helpdesk system and wiki.
• Develop documentation to support projects and configurations.
• Coordinate vendor activities for laptop and copier repairs.
• Maintain inventory of peripherals, toner, and accessories.
• Conduct IT orientation for new users.
• Escalate complex tickets as needed.

Skills

Autonomy

Accountability

Problem Solving

Customer Service

Time Management

Education

Bachelor’s degree in Computer Science, Information Systems, Engineering, Math or related field

Tools

Windows OS

Networking concepts

Job description

At DAVIS, we're redefining the way people experience construction by building success for all.

Summary

The Helpdesk Technician is the primary initial point of contact for end-user support for employees located at DAVIS’ offices and project site locations. The primary duties will include providing customer service, diagnosis and resolution of problems with PC and laptop hardware, software, network connectivity, printers, and mobile.

Minimum Qualifications

• Bachelor’s degree in Computer Science, Information Systems, Engineering, Math or related field, or equivalent experience providing information technology support
• Six (6) months of Helpdesk experience preferred
• Experience supporting information technology and business solutions
• Customer service-oriented attitude
• An understanding of networking concepts, equipment, and their role
• Microsoft Windows Operating Systems experience
• Must be able to travel to and from project site locations throughout the DC Metro area to provide IT support and transport IT assets, as needed

Technical Job Knowledge

• Provides customer service, diagnosis, and resolution of problems with laptop hardware, software, network connectivity, printers, and mobile devices
• Documents reported problems and troubleshooting processes in the helpdesk database and department wiki
• Develops documentation to support projects, programs, and system configurations
• Manages and coordinates vendor activities such as laptop and copier repair
• Maintains inventory of consumables like peripherals, toner, and accessories
• Conducts IT orientation for new users
• Participates in IT projects and maintains relationships with outside technology consultants, technical personnel, and vendors
• Maintains a customer service-oriented attitude and ensuring timely resolution of problems / work orders
• Escalates complex tickets to the appropriate party as necessary
• Adheres to and reinforces corporate security policies and industry best practices

Core Competencies For The Role

• Autonomy + Accountability
• Usually works autonomously within established procedures and practices
• Completes work with a limited degree of supervision
• Can coordinate the work of others but not a supervisor
• Accountable for work within own role only, but work completed impacts team and / or projects
• Business Impact
• Impacts own team, adjacent teams
• Suggests improvements to modify work practices and processes to achieve results or improve efficiency
• Talent Development
• Has no supervisory responsibilities
• Can provide informal guidance and support team members with less experience
• Problem Solving + Resiliency
• Recognizes and solves typical problems that can occur in own work project / department
• Evaluates and selects solutions from established options

Davis Core Values

• TRUST
• Excellence in Service - Fulfilling our clients’ highest expectations
• Inclusion - Ensuring a culture of respect and acceptance, where all employees have a sense of purpose and belonging
• Integrity - Exhibiting honesty and fairness while holding ourselves accountable for our actions
• Building Relationships - Creating and maintaining strong partnerships through leadership, creative solutions and hard work

Base Salary: $26.92 - $34.62

DAVIS is committed to providing our employees with a competitive total compensation package that enhances your quality of life. DAVIS offers a 100% employer-paid health care plan (to include family), life insurance, short- and long-term disability benefits, and an annual contribution to your HSA. DAVIS also offers annual incentive bonus, paid time off + annual holidays, financial benefits (401(k), Roth, and ESOP), FSAs, fertility and family-forming assistance, and continuing education. Additional benefits include Employee Assistance Program (EAP), on-site fitness center, and parental leave. Eligible employees are provided a company vehicle or an auto allowance to support business activities.

The compensation and benefits information are provided as of the date of this posting. Benefits and incentive compensation may be subject to applicable eligibility. DAVIS reserves the right to modify compensation and benefits at any time, with or without notice, subject to applicable law.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

At DAVIS, our vision is to build a culture that is innovative, connected, and balanced.