IT HelpDesk Technician

Titan Technologies; Derwood (MD); Hybrid; USD 42,000 - 64,000; Full time

Job summary

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.

Qualifications

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

Responsibilities

• 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.

Skills

End-user support

Ticketing system

Windows OS

Domain environments

Communication skills

Education

High school diploma or GED

Tools

Active Directory Tools

Remote Tools

Microsoft 365 Suite

Microsoft Copilot

Job description

Titan Technologies has an immediate opportunity for a knowledgeable and organized IT Helpdesk Technician. We are seeking an experienced helpdesk technician with a strong understanding of a Windows-based AD/Azure network environment, Lenovo and Dell PC hardware, a general knowledge of IT operations and remote tools, and the Windows 11 operating systems. Our employees operate on a hybrid schedule, blending a traditional office-based model and remote work. The successful candidate will join a team of knowledgeable and organized Customer Service Technicians supporting a large call center. This role requires a customer service-oriented professional who can easily follow instructions and guidance, quickly resolve IT-related issues and ensure systems, hardware, and software are functioning optimally. The IT Helpdesk Technician will be responsible for answering calls, creating tickets using an ITSM tool, callbacks, updating the knowledge database, etc.

Duties And Responsibilities

• Serve as the first point of contact for customers seeking technical assistance over the phone or email.
• Perform remote troubleshooting through diagnostic techniques and pertinent questions using a combination of templates and response plans.
• Determine the best solution based on the issue and details provided by customers.
• Walk the customer through the problem-solving process.
• Direct unresolved issues to the next level of support personnel.
• Record events and problems and their resolution into the Incident management system.
• Follow-up and update customer status and information.
• Pass on any feedback or suggestions by customers to the appropriate internal team lead and manager.
• Identify and suggest possible improvements on procedures so that they be added to the knowledge database.
• Install and configure computer hardware, software, systems, networks, printers, and scanners.
• Report outage based on incomings/emails to team lead so that a broadcast can be created and issue escalated to management.
• Maintain a high level of customer service at all times.

You MUST Have

• Experience providing end user support
• Experience working with a ticketing system
• Experience troubleshooting extensively in Microsoft Operating Systems
• Experience troubleshooting extensively in Microsoft Domain environments
• Experience in producing network diagrams as well as documentation for other IT projects
• Hybrid work – Must be able to split time between working at the company’s physical office location and working remotely.
• Professional appearance, great customer service, and strong communication skills.
• Excellent written and verbal communication skills required.
• Ability to work independently with minimal supervision.

It’s GREAT If You Also Have

• Working knowledge in one or more of the following technologies:
  • Active Directory Tools
  • Remote Tools
  • Microsoft Office 365 Suite
  • Microsoft Copilot
• Desired Certifications include:
  • CompTIA A+ Certification
  • CompTIA Security + Certification
  • ITIL Foundation Course
  • HDI Customer Service Certification

Education

• High school diploma or GED required.

Company Description

Titan Technologies, LLC and our wholly owned subsidiaries, TelaForce, LLC, Titan Facilities, Inc. and Zen Strategics, design, build, integrate, and manage innovative solutions and software applications. Our remarkable people, working collaboratively under a shared vision, have earned a reputation with our customers for delivering results with maximum impact. Sound intriguing? Consider Titan Technologies for the next step in your career journey and be part of an impactful team! Titan is proud to be a Service-Disabled Veteran Owned Business.