Helpdesk Technician

Provide first-level IT support to end users on site at Andrews AFB, diagnosing and resolving hardware, software, network, and account issues while meeting established service-level agreements.

Responsibilities

• Manage daily IT operations for roughly 1,400 end users, handling 900–1,200 tickets each month.
• Deliver operational computers to end users within the same day in about 90% of cases.
• Ensure the end user is informed directly by a help desk representative before closing a trouble ticket.
• Oversee validated hardware and software requests, tracking and closing them with a government furnished SharePoint tool.
• Install, deliver, or configure hardware or software within two business days of approval and availability.
• Resolve verified customer complaints within two business days (approximately 4–6 per month).
• Provide a trouble ticket number for every touch-support interaction.
• Close at least 90% of all trouble tickets presented daily.
• Track and report any outstanding tickets to the Client Systems Lead, Director of IT Operations, and the program manager.
• Report open VIP tickets daily to the Director of IT Operations.
• Install and verify software capabilities prior to releasing computers to end users.
• Perform other duties as assigned.

Requirements

• Bachelor’s degree.
• Security+ certification with at least 2 years of experience, or an IT degree with at least 1 year of experience.
• Secret Clearance is required.
• Must pass a background check and may undergo additional checks as required by projects or clients.
• Strong problem-solving skills.
• Exceptional oral and written communication abilities.
• Ability to respond effectively to customers with a sense of urgency.
• Proficiency with Microsoft and Adobe toolsets, including Excel, Word, PowerPoint, and Acrobat.
• Highly motivated with the capacity to manage multiple tasks simultaneously.
• Ability to build new relationships and work both independently and in teams.
• Self-starter who can operate autonomously and collaboratively.

Technologies

• SharePoint
• Microsoft Excel
• Microsoft Word
• Microsoft PowerPoint
• Adobe Acrobat

Benefits

• Medical, dental, and vision insurance with wellness program
• Flexible Spending Accounts for healthcare, dependent care, and commuter needs
• Short-term and long-term disability options
• Basic life and AD&D insurance provided by the company
• Voluntary life and AD&D options
• 401(k) retirement plan with company matching after one year
• Paid time off

The Work

The Help Desk Technician delivers first-level technical support by diagnosing, troubleshooting, and resolving issues related to hardware, software, network, and user accounts. The role responds to service requests and incidents via phone, email, ticketing system, and in person, ensuring timely resolution per established SLAs.

Reports To

Program Manager

Working Conditions

• Professional office environment on-site at Andrews Airforce Base, MD
• Must be able to perform duties for extended periods with both physical and mental capacity
• Ability to use a computer and productivity tools with sufficient speed to meet job demands
• Must establish a productive and professional workspace
• Ability to sit for long periods while viewing a computer screen
• May require a flexible schedule that includes holidays
• May travel for business or professional development
• May work hours outside of normal business hours