IT Help Desk Technician

TAD PGS, Inc.; Laurel (MD); On-site; USD 41,000 - 51,000; Full time

Job summary

TAD PGS, Inc. seeks an IT Help Desk Technician in Laurel, MD for 100% onsite support. The role requires US citizenship, ability to obtain a Secret clearance, and a pay rate of $30–$37/hour.

A Bachelor’s degree is preferred, with at least 4 years in Tier 2 IT support, strong Windows 11, MS 365, AD, DNS and networking skills. Responsibilities include first-contact resolution, account management, diagnosing hardware and software issues, and documenting service requests.

Qualifications

• Bachelor's degree preferred in related field.
• At least 4 years of Tier 2 IT support experience.
• Ability to troubleshoot and resolve client problems independently.
• Hardware/software/networking troubleshooting across devices and services.
• Excellent communication and customer service skills.

Responsibilities

• Provide first-contact resolution for account, device, application, and network issues remotely or on-site.
• Create, maintain, and modify user accounts for network/business apps.
• Research, diagnose, and resolve hardware, software, servers, and network problems.
• Document services and status updates; participate in incident response and training.
• May drive to deliver computer parts around the lab; perform other duties as needed.

Skills

IT support

Customer service

Troubleshooting

Call center

Desktop/Laptop support

Education

Bachelor's degree preferred

Bachelor's degree in IT-related field

Tools

Symantec Ghost Solution Suite

MS Co-Pilot

Microsoft 365

Remote desktop tools

Active Directory

Exchange

Job description

We have an outstanding Contract position for an IT Help Desk Technicianto join a leading Company located inLaurel, MD.

Pay Rate: $30.00 - $37.00

US Citizenship is required. Candidate must have the ability to obtain and maintain a Secret Security Clearance. Job is 100% onsite, only local candidates are being considered for this role

We are seeking an IT Help Desk Technician to help us support the information technology needs of the nation's leading university-affiliated research center. You will be working with engineers, scientists and business professionals who are addressing critical challenges of our nation. We are ranked as one of Computerworld's Top Places to Work in IT for the last eight years and are looking to add bright, dedicated, hardworking technicians to our team.

Job Responsibilities:

• Your primary responsibility will be to provide first-contact resolution for account administration, desktop, laptop, mobile devices, applications, and network connectivity problems remotely in a call center or walk-up desk.

• You will create, maintain, and modify user accounts for network and business applications.

• You will research, analyze, and diagnose problems with client systems to include hardware and software, servers, peripheral equipment, and networks.

• You will solve problems using documented processes where available and best practices where not.

• You will assist teams with incident response support and be involved in the development and presentation of training sessions.

• You will provide appropriate documentation on services provided and status updates as needed.

• You may drive vehicles to deliver computer parts or accessories around the Lab as needed.

• You will perform other duties, as needed.

  Basic Hiring Criteria:

• Have a Bachelor's degree in related field preferred

• At least 4 solid years of relevant Tier 2 IT support -related work experience.

• Have the ability to troubleshoot and resolve technical problems for clients to independently resolve widely varying problems using current job knowledge and using research and external resources.

• Have hardware, software, and networking troubleshooting experience -- hardware experience must include desktops, laptops, mobile devices and printers. Software experience includes Windows 11, Macintosh and MS365. Networking experience includes understanding TCP/IP and DNS, Active Directory, and Exchange.

• Are an excellent communicator, are highly motivated and have excellent customer service skills with the ability to interface with all levels of staff.

• Are willing and able to support operations and work necessary hours to complete critical work and/or troubleshooting and work in a call center environment that requires sitting for extended periods of time and troubleshooting problems over the phone during the assigned work hours.

• Requires a valid state-of-residence driver's license in good standing.

• Are able to obtain Secret level security clearance. If selected, you will be subject to a government security clearance investigation and must meet the requirements for access to classified information. Eligibility requirements include U.S. citizenship.

  Desired Qualifications:

• Bachelor's degree in an IT-related field.

• 2+ years of experience in a call center environment and using system management tools such as Symantec Ghost Solution Suite.

• Have experience with desktop remote control tools and MS Co-Pilot.

• Possess any of the following certifications: ITIL, Microsoft Certified Professional (MCP), Microsoft Certified Systems Engineer for Windows (MCSE), Apple Certified Macintosh Technician (ACMT), HDI Support Analyst.

  Benefits offered vary by contract. Depending on your temporary assignment, benefits may include direct deposit, free career counseling services, 401(k), select paid holidays, short-term disability insurance, skills training, employee referral bonus, and affordable medical coverage plan, and DailyPay (in some locations). For a full description of benefits available to you, be sure to talk with your recruiter.

Military connected talent encouraged to apply.

VEVRAA Federal Contractor / Request Priority Protected Veteran Referrals / Equal Opportunity Employer / Veterans / Disabled

To read our Candidate Privacy Information Statement, which explains how we will use your information, please visithttp://www.tadpgs.com/candidate-privacy/orhttps://pdsdefense.com/candidate-privacy/

The Company will consider qualified applicants with arrest and conviction records in accordance with federal, state, and local laws and/or security clearance requirements, including, as applicable:

• The California Fair Chance Act

• Los Angeles City Fair Chance Ordinance

• Los Angeles County Fair Chance Ordinance for Employers

• San Francisco Fair Chance Ordinance