IT Helpdesk Support Technician

Responsibilities

• Troubleshoot computer system problems and provide solutions full-time via phone support using specific product knowledge, system utilities, and other available resources Follow established policies, procedures, operating instructions and processes to provide quality customer support to clients via telephone and/or Help Desk Management application Log and properly document all issues, follow-up, and resolution information for each assigned ticket Identify customer concerns or issues and resolve, or escalate to Level III Help Desk Technician Team as appropriate Take initiative in diagnosing less common issues and collaborate with senior engineers on level 3 problem resolution Utilize resources such as FAQ’s, knowledge bases, white papers, websites, resolved ticket information and help tools to locate solutions Maintain working knowledge of all Help Desk related policies, procedures, application installation guidelines, system configurations, and current hardware, through on-going training and self-initiated research and study Demonstrate a consistent sense of urgency on open issues to ensure timely resolution Provide training to other team members as needed Qualifications The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. U.S. Citizenship Required . Ability to obtain and maintain US Secret Level Security Clearance upon hire Associates degree and 0-2 years of IT/helpdesk experience or combination of education and experience Knowledge of MS Windows 7/10 Operating Systems Knowledge of MS Office Experience working with Help Desk ticket management software Knowledge of PC Software/PC Hardware installation, troubleshooting and repair Ability to navigate challenging situations with composure, professionalism and clear communication Ability to follow established guidelines and instructions Ability to lift equipment weighing up to 50 Lbs. with/without assistance Good problem-solving skills Good Time Management and Organization skills, Excellent attendance and punctuality Ability to multi-task in fast-paced environment. Ability to travel to all TDSI site locations as needed (10% travel) Excellent verbal and written communications - Fluent in English Ability to participate in a rotating on-call schedule, providing after-hours and weekend support for special projects and continuous operations Ability to comply with all Company guidelines, policies, procedures and embrace Company Core Values Preferred but not required qualifications: A + Certification is a plus LAN and WAN skills Net+ Printer troubleshooting and repair Basic Active Directory Administration Basic SMS/SCCM experience The annualized pay range for this role is $60,000.00 to $75,000.00 USD along with a target incentive compensation plan (ICP) of 5%. The pay range provided is a good faith estimate representative of the experience level for the role described above. TDSI considers several factors when extending an offer, including but not limited to, the role, function and associated responsibilities, a candidate’s work experience, location, education/training, and key skills. For specific questions about this job posting, candidates may contact talent acquisition at [email protected]. Thales Defense & Security, Inc. is committed to non-discrimination as applicable under federal, state and local laws. We are an E-Verify Employer. If you need an accommodation or assistance in order to apply for a position with Thales Defense & Security, Inc., please call Human Resources at 240-864-7000. #LI-LT1