Hybrid IT Helpdesk Technician — Windows & AD Support

Titan Technologies; Derwood (MD); Hybrid; USD 42.000 - 64.000; Vollzeit

Zusammenfassung

Titan Technologies is seeking an IT Helpdesk Technician to support a large call center on a hybrid schedule. The role focuses on Windows-based AD/Azure environments, Lenovo and Dell hardware, and remote tools to resolve issues and keep systems running smoothly.

Responsibilities include taking calls and emails, creating tickets, performing remote troubleshooting, updating the knowledge base, and guiding users through solutions. Strong customer service and clear communication are essential.

Qualifikationen

• Experience providing end-user support.
• Experience working with a ticketing system.
• Experience troubleshooting Microsoft Operating Systems.
• Experience troubleshooting in Microsoft Domain environments.

Aufgaben

• Serve as the first point of contact for customers seeking technical assistance by phone or email.
• Perform remote troubleshooting using diagnostic techniques and templates.
• Determine the best solution based on issue details and guide the customer through problem-solving steps.
• Direct unresolved issues to higher-level support when needed.
• Record events and resolutions in the Incident management system.
• Update customer status and information and provide follow-ups.
• Suggest improvements to procedures and contribute to the knowledge base.

Kenntnisse

End-user support

Ticketing system

Windows OS

Domain environments

Communication skills

Ausbildung

High school diploma or GED

Tools

Active Directory Tools

Remote Tools

Microsoft 365 Suite

Microsoft Copilot

Jobbeschreibung

Titan Technologies is seeking an IT Helpdesk Technician to support a large call center on a hybrid schedule. The role focuses on Windows-based AD/Azure environments, Lenovo and Dell hardware, and remote tools to resolve issues and keep systems running smoothly.

Responsibilities include taking calls and emails, creating tickets, performing remote troubleshooting, updating the knowledge base, and guiding users through solutions. Strong customer service and clear communication are essential.