Service Desk Technician

Belmont Point Management LLC; Hollywood (MD); On-site; USD 34,000 - 41,000; Full time

Benefits offered by this job

Health Insurance

Dental Insurance

Vision Insurance

401(k) Matching

Paid Leave

Paid Holidays

Work-life Balance

Culture

Job summary

Belmont Point Management is seeking a Service Deck Technician to provide frontline IT support for end users via phone, email, and in person, addressing hardware, software, and system issues within the SLA.

The role requires an Associate degree in IT or related field, at least 1 year in a service desk role (MSP preferred), and travel up to 10%. Certifications such as CompTIA A+, Microsoft Certified Professional, HDI or ITIL are preferred. Pay ranges from $25 to $30 per hour with benefits.

Responsibilities

• Provides first-line technical support to end users via phone, email, and in-person, ensuring timely and effective resolution of issues related to hardware, software, and systems within SLA
• Analyzes technical issues and provides support, assistance, and advice to end users for resolving hardware, software, and systems-related problems
• Documents and tracks all support requests in our ticketing system, prioritizing and escalating incidents as necessary to ensure swift resolution
• Utilizes remote support tools to assist users working offsite, ensuring consistent and secure access to necessary resources
• Performs deskside support for local users, including hardware setups, troubleshooting, and maintenance of IT equipment
• Assists with the deployment of new equipment, ensuring smooth integration and functionality
• Manages changes to user access, including disabling accounts when a user terminates and ensuring appropriate access levels
• Ensures software licensing is assigned to users appropriately, maintaining compliance and tracking
• Assists in collecting information for the equipment inventory, ensuring accurate records are maintained
• Communicates effectively with clients to understand their IT needs, provide updates on ticket status, and ensure a positive support experience
• Assists in monitoring system performance and security, identifying potential issues and working with senior team members to implement solutions
• Maintains accurate and detailed documentation of support activities, solutions, and standard operating procedures to facilitate knowledge sharing and continuous improvement
• Assists in the development and delivery of user training sessions on various IT systems and applications to enhance user competence and reduce support requests
• Stays up-to-date with the latest industry trends, technologies, and best practices to continually enhance personal and team capabilities
• Performs other duties as assigned to support the IT team and the overall mission of the company

Education

Associate degree in Information Technology, Computer Science, or related field

Job description

Description

Belmont Point Management is a consulting firm that offers subject matter expertise including but not limited to federal government contractors. Our subject matter experts provide professional guidance in the functional areas of Contracts, Logistics, Human Resources, Accounting and Finances, and Information Technology. We are excited to be recruiting for the next important piece of our history and new talent, a Service Deck Technician!

The responsibilities of this role may include:

• Provides first-line technical support to end users via phone, email, and in-person, ensuring timely and effective resolution of issues related to hardware, software, and systems within SLA
• Analyzes technical issues and provides support, assistance, and advice to end users for resolving hardware, software, and systems-related problems
• Documents and tracks all support requests in our ticketing system, prioritizing and escalating incidents as necessary to ensure swift resolution
• Utilizes remote support tools to assist users working offsite, ensuring consistent and secure access to necessary resources
• Performs deskside support for local users, including hardware setups, troubleshooting, and maintenance of IT equipment
• Assists with the deployment of new equipment, ensuring smooth integration and functionality
• Manages changes to user access, including disabling accounts when a user terminates and ensuring appropriate access levels
• Ensures software licensing is assigned to users appropriately, maintaining compliance and tracking
• Assists in collecting information for the equipment inventory, ensuring accurate records are maintained
• Communicates effectively with clients to understand their IT needs, provide updates on ticket status, and ensure a positive support experience
• Assists in monitoring system performance and security, identifying potential issues and working with senior team members to implement solutions
• Maintains accurate and detailed documentation of support activities, solutions, and standard operating procedures to facilitate knowledge sharing and continuous improvement
• Assists in the development and delivery of user training sessions on various IT systems and applications to enhance user competence and reduce support requests
• Stays up-to-date with the latest industry trends, technologies, and best practices to continually enhance personal and team capabilities
• Performs other duties as assigned to support the IT team and the overall mission of the company

Requirements

To qualify for this position, you must possess the following:

• Associate degree in Information Technology, Computer Science, or related field
• 1 year minimum in a service desk or field IT technical support role, preferably within an MSP or similar environment
• Must possess the ability to travel upwards of 10% of the time to other company building locations as needed

Preferred Experience/Certifications

• CompTIA A+
• Microsoft Certified Professional
• HDI
• ITIL

What makes Belmont Unique?

Our cross-functional consulting services offer businesses unconventional approaches to improve their operations. Belmont Point Management ensures that key decision makers aren’t bogged down with the day-to-day; by using our resources we can efficiently assist you in reaching your business objectives. We do so by staffing our team with top-notch professionals in every critical area of business.

Join the Best. Be the Best.

Benefits

Our employees matter! Therefore, we’ve designed a benefits package that we believe matter to you. If you are ready to take your career to the next level while also gaining a sense of belonging, Belmont Point Management is your home.

For all regular, full-time employees, we offer:

• Employer shared Health, Dental, and Vision Insurance
• 401(k) Matching Contributions
• Paid Leave
• Eleven (11) Paid Holidays
• Work-life Balance
• Awesome and Rewarding Culture!

Pay Range

$25 - $30 an hour

The above pay range represents a general guideline; however, BPM considers a number of factors when determining base pay offers such as the scope and responsibilities of the position and the candidate's experience, education, skills and current market conditions. Employees may be eligible for a discretionary bonus in addition to base pay.

Belmont Point Management is an Equal Opportunity Employer for all including individuals with disabilities and protected veterans. We participate in E-Verify. We are a drug-free and alcohol-free workplace.