The Helpdesk Technician provides first-line end-user support for employees across DAVIS offices and project site locations.

Serve as the primary initial point of contact for end-user support
Provide customer service, diagnose, and resolve issues involving laptop and PC hardware, software, network connectivity, printers, and mobile devices
Log reported problems and document troubleshooting steps in the helpdesk database and department wiki
Create documentation to support projects, programs, and system configuration needs
Manage and coordinate vendor activities, including laptop and copier repair
Maintain inventory of consumables such as peripherals, toner, and accessories
Conduct IT orientation for new users
Participate in IT projects and maintain relationships with outside technology consultants, technical personnel, and vendors
Maintain a customer service focus and ensure timely resolution of problems and work orders
Escalate complex tickets to the appropriate parties when needed
Follow and reinforce corporate security policies and industry best practices

Bachelor’s degree in Computer Science, Information Systems, Engineering, Math, or related field, or equivalent experience providing IT support
Six (6) months of helpdesk experience preferred
Experience supporting information technology and business solutions
Customer service-oriented attitude
Understanding of networking concepts and how equipment supports networking
Experience with Microsoft Windows Operating Systems
Ability to travel to and from project sites throughout the DC Metro area to provide IT support and transport IT assets as needed

Works autonomously within established procedures and practices
Completes work with a limited degree of supervision
Can coordinate the work of others without having supervisory responsibility
Accountable for work within own role; work outcomes impact the team and/or projects
Suggests improvements to modify work practices and processes to improve efficiency
Provides informal guidance and support to team members with less experience
Recognizes and resolves typical problems within own work project or department
Evaluates and selects solutions from established options
No supervisory responsibilities

TRUST
Excellence in Service – fulfilling clients’ highest expectations
Inclusion – respect and acceptance with a sense of purpose and belonging
Integrity – honesty and fairness while holding ourselves accountable
Building Relationships – strong partnerships through leadership, creative solutions, and hard work

Location: Rockville, MD (onsite)

Pay: USD 26 - 34 per hour

Helpdesk Technician

Job Description