Helpdesk Technician / Service Technician I

Resilient IT; Woodbridge Township (NJ); On-site; USD 40,000 - 60,000; Part time

Job summary

Resilient IT is seeking a Helpdesk Technician to provide exceptional service to clients in their Springfield, VA office. The position involves managing support requests, documentation, and troubleshooting. Ideal candidates will have strong technical and problem-solving skills, A+ and Sec+ certifications, and a passion for technology and cybersecurity. This role offers potential for career growth in IT.

Benefits

Medical benefits

Dental benefits

Vision benefits

Paid holidays

Ongoing training

Qualifications

• At least 1 year experience managing Office 365 environments.
• Understanding of support tools, techniques, and service delivery.
• Basic to moderate Active Directory administration skills.

Responsibilities

• Handle first-level support requests and manage help desk tickets.
• Provide basic remote troubleshooting support to clients.
• Document all actions taken on tickets.

Skills

Problem-solving skills

Communication skills

Active listening

Education

A+ Certification

Sec+ Certification

Tools

Office 365

Active Directory

Job description

Springfield, United States

Position reports to our Springfield, VA office. Seeking Part-Time but will consider Full-Time.
Available for IMMEDIATE start for the right candidate.
Temp to Permanent position - Typically 30-days as a temp but could be up to 90-days.

Please read the entire job description along with requirements and benefits sections for complete details.

Resumes provided in PDF format highly preferred; applications without resumes will NOT be considered.

OVERVIEW

The number one goal of everyone in our team is to make our Clients exceptionally happy. The Helpdesk Technician / Service Technician I plays an important role in ensuring that happens. They handle first-level support requests from our Clients, managing help desk tickets efficiently and keeping clients informed throughout the process. They can escalate issues to other members of the Service Delivery Team when necessary.

Responsibilities

• Delight our Clients with friendly, quick, and helpful service
• Work on and resolve Helpdesk tickets & service requests
• Document all actions taken on tickets in detail
• Maintain accurate client documentation
• Split tickets with multiple issues into separate tickets
• Provide basic remote troubleshooting support to clients
• Ensure tickets are updated and not left stale
• Escalate complex tickets to senior staff
• Communicate ticket status and updates to clients regularly
• Follow SOPs for recurring tasks
• Submit timesheets and expense reports as required
• Adhere to all security procedures and monitor for security issues

Must Have

• Must be a US Citizen
• Strong problem-solving skills and passion for technology and cybersecurity
• Ability to report to Springfield, VA office M-F from 8am-5pm (or four-hour blocks for PT)
• A+ and Sec+ Certifications (or pass tests within 90 days of start)
• Excellent communication skills and active listening
• At least 1 year experience managing Office 365 environments in hybrid and cloud configurations
• Understanding support tools, techniques, and service delivery
• Strong knowledge of desktop OS, business applications, printing, and networks
• Basic to moderate Active Directory administration skills
• Fast and accurate typing skills, even while on calls
• Ability to communicate technical and non-technical information effectively

Nice to Have

• Experience in Helpdesk or MSP/IT support roles
• Experience with ticketing and IT management tools
• Remote support experience
• Professional certifications like MCP, MCSA, MCSE, ITIL, Net+, PMP
• Knowledge of NIST frameworks, DFARS, and CMMC compliance

Numbers & Metrics

We track KPIs such as CSAT scores, documentation quality, ticket re-open rates, and first-touch resolution, aligning with our core values and continuous improvement goals.

Reporting

The role reports directly to the Lead Service Tech.

Career Growth

This position offers pathways to roles such as Senior Helpdesk Technician, Network Engineer, Solutions Architect, Account Manager, Virtual CIO, CTO, or Senior Network Engineer.

What We Offer

Impactful work, team activities, ongoing training, full-time position with benefits including medical, dental, vision, and paid holidays, and a supportive, easygoing culture.