Respond to user inquiries via phone, email, chat, or ticketing systems.
Log and track support requests using help desk ticketing system.
Diagnose and resolve basic technical issues related to hardware, software, and network connectivity.
Provide step-by-step guidance to users for troubleshooting common problems.
Escalate complex issues to second-level support or specialized teams, when necessary, via ticketing system.
Provide guidance to less experienced professionals mentoring new hires and trainees when necessary.
Install, configure, and update software on user devices.
Assist with password resets, account lockouts, and access issues.
Support basic printer, scanner, and peripheral troubleshooting.
Help maintain inventory of IT assets (e.g., laptops, monitors, or accessories).

Requirements

5+ years of related experience
Required Technical Skills: Installs, modifies, and repairs computer hardware and software using remote access tools
Security Clearance Level: TS/SCI w/Poly
Required: CompTIA Security+ certification is required within 3 months of start date
Associates of Arts/Associates of Science required
US Citizenship Required

Benefits

Comprehensive benefits and wellness packages
401K with company match
Competitive pay and paid time off
Full flex work weeks where possible
Variety of paid time off plans including vacation, sick and personal time, holidays, paid parental, military, bereavement and jury duty leave.
Short and long-term disability benefits
Life, accidental death and dismemberment, personal accident, critical illness and business travel and accident insurance

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

hardware installationsoftware installationnetwork troubleshootingremote access toolstechnical supportticketing systemsprinter troubleshootingscanner troubleshootingIT asset managementaccount management

Soft Skills

user supportmentoringcommunicationproblem-solvingteam collaboration

Certifications

CompTIA Security+