Help Desk Technician at Alpha Team Solutions, Inc in Bethesda, MD (hybrid) with a USD 75,000 annual salary.

Provide prompt and professional technical support via help desk systems such as ServiceNow, Jira, or BMC Remedy, ensuring timely resolution of user issues.
Troubleshoot hardware components including desktops, laptops, mobile devices, printers, and peripherals to identify and resolve malfunctions.
Support software troubleshooting across operating systems like Windows and Linux, addressing issues related to applications, updates, and configurations.
Assist with network troubleshooting including LAN/WAN connectivity, TCP/IP configuration, DNS issues, VPN access, firewall settings, and network performance optimization.
Manage user accounts and permissions through Active Directory management tools such as GPO (Group Policy Objects) and Active Directory Console.
Support IT infrastructure components including Windows Server environments, SCCM (System Center Configuration Manager), networking equipment, and network administration tasks.
Document all support interactions accurately in customer support ticket management systems while maintaining clear communication with end-users throughout the troubleshooting process.

Must be able to obtain a Public Trust Clearance
Experience supporting various operating systems – expertise should include Windows 10/11
Proven experience in technical support roles with a strong understanding of help desk systems like ServiceNow or Jira
Solid knowledge of Microsoft Office suite applications and desktop support best practices
Hands-on experience with computer networking concepts including TCP/IP protocols, DNS configuration, VPN setup, firewall management, and LAN/WAN troubleshooting
Familiarity with operating systems such as Windows (including Windows Server) and Linux environments
Ability to troubleshoot hardware issues related to computer hardware components and peripherals effectively
Strong communication skills to explain technical solutions clearly to non-technical users while demonstrating excellent customer service skills
Experience with Active Directory management tools like GPO for user account provisioning and security policies
Knowledge of IT infrastructure components including BMC Remedy ticketing system or ServiceNow is preferred
Analytical skills to diagnose complex technical problems quickly and efficiently while maintaining a positive attitude under pressure

USD 75,000 per year

Hybrid remote in Bethesda, MD

Help Desk Technician

Job Description