Support Jobs in Dahlgren, VA

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7d ago

Senior Help Desk Technician

Bowhead Dahlgren, VA

Dahlgren, VA

7d ago

Full time Active Directory Cloud Platforms Customer Support

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Job Description

Bowhead offers an on site Senior Help Desk Technician role in Dahlgren, VA that places you at the center of end user support. You will provide in person, phone, and email IT assistance for hardware, software, and network issues, collaborating with a team to keep technology operations running smoothly. This position emphasizes hands on problem solving, clear documentation, and direct impact in a on site environment.

Responsibilities

Serve as the first point of contact for technical issues and user questions about software, hardware, and networks.
Accurately diagnose and resolve technical problems.
Escalate issues to the appropriate resources when needed.
Document requests thoroughly in the ticketing system and track incidents through resolution or escalation.
Prioritize work and exercise good judgment while juggling multiple tasks.
Provide on site and remote operational technical support for company managed equipment.
Manage ongoing maintenance and deployment of new hardware and software for the device lifecycle.
Monitor and update service requests and incidents within the ITSM tool.
Offer on site installation and configuration of PCs, smart devices, telephony, and network solutions.
Serve as an escalation point to the Tier 1 group for application or hardware inquiries related to Microsoft Office and Windows OS.
Imaging of desktops and laptops; familiarity with System Center Configuration Manager (SCCM) and Azure Intune is a plus.
Set up, configure, and troubleshoot video conferences for internal and external meetings.
Prepare workstations, including laptop and desktop setup.
Interface with hardware vendors to facilitate repair and installation.
Identify opportunities to improve efficiency and effectiveness in issue resolution.
Manage small projects as needed and communicate progress with IT Managers and Network/Server Engineers.

Requirements

Proficiency with current Windows operating systems.
Experience with Active Directory and Azure Active Directory, M365 Multifactor Authentication, and BitLocker.
Experience administering and troubleshooting M365 cloud applications including Exchange Online, OneDrive, Teams, and SharePoint.
Experience with PowerShell scripting.
Knowledge of PC hardware and peripherals, with end user desktop support, mobile device support, email support, and phone support experience.
Strong critical thinking, active listening, complex problem solving, coordination, instruction, judgment, decision making, and process monitoring.
Excellent oral and written communication, problem sensitivity, and both deductive and inductive reasoning.
Strong information organization skills with attention to detail and prioritization ability.

Technologies

System Center Configuration Manager (SCCM)
Azure Intune
Windows OS
Active Directory and Azure Active Directory
Microsoft 365 (M365) including Exchange Online, OneDrive, Teams, SharePoint
PowerShell
Microsoft Office
IT Service Management (ITSM) tools

Education & Experience

Bachelor’s degree in Management Information Systems, Computer Science, or related field plus four years of related experience preferred; degree may be substituted for experience on a year-for-year basis.
Four or more years of experience in a technical support or helpdesk role.

Certification Requirements

A+ or Network+ certificate required.

Physical Demands

Ability to sit or stand for extended periods at a workstation.
Ability to lift objects up to 50 pounds.
Prolonged use of video display terminals.
Color identification abilities.
Frequent travel from the primary place of work may be required.
Ability to meet quick turnaround deadlines.
Reach and relocate items above shoulder height.

Security Clearance Requirements

There are currently no security clearance requirements for this position; however, candidates must be able to successfully pass a background check. Due to the location of this work, US citizenship is required. Bowhead reserves the right to adjust this requirement if necessary for business or contractual reasons.

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