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Help Desk Technician
4 months ago
**ACI Federal** Is currently seeking experienced **IT Help Desk Technicians** for a leading Company located in Laurel, MD.
These are Tier 2 and Tier 3 level help desk positions.
**U.S. Citizenship Required**
We are seeking an IT Help Desk Technician to help us support the information technology needs of the nation's leading university-affiliated research center. You will be working with engineers, scientists and business professionals that are addressing critical challenges of our nation. We are ranked as one of Computerworld's Top Places to Work in IT for the last three years and are wanting to add bright, dedicated hardworking technicians to our team.
As an IT Help Desk Technician...
You will research, analyze, and diagnose problems with client systems to include hardware and software, servers, peripheral equipment, and networks.
You will solve problems using documented processes where available and best practices where not;
You will assist teams with incident response support and be involved in the development and presentation of training sessions;
You will provide appropriate documentation on services provided and status updates as needed.
**Basic Hiring Criteria**:
Must have at least 4 years related Tier 2 Enterprise IT Technical support experience
Possess a Bachelor 's degree or at least 4+ years of recent IT related work experience
Must have a valid driver's license
Have the ability to troubleshoot and resolve technical problems for clients to independently resolve widely varying problems using current job knowledge and using research and external resources
Have hardware, software and networking troubleshooting experience - hardware experience must include desktops, laptops, mobile devices and printers software experience includes Windows and Microsoft Office networking experience to include understanding TCP/IP and DNS, Active Directory and Exchange
Excellent communicator, are highly motivated and have excellent customer services skills with the ability to interface with all levels of staff
Able to support operations and work necessary hours to complete critical work and/or troubleshooting and work in a call center environment that requires sitting for extended periods of time and troubleshoot problems over the phone during the assigned work hours
**Desired Qualifications**:
Possess a Bachelor's degree in an IT-related field
Have 5+ years ' experience in a call center environment and using system management tools such as Symantec Ghost Solution Suite
Have software experience with Desktop remote control tools and Windows 10, Macintosh, Linux, and iOS
Possess any of the following certifications: ITIL, A+, Microsoft Certified Professional (MCP), Microsoft Certified Systems Engineer for Windows (MCSE), Apple Certified Macintosh Technician (ACMT), HDI Support Analyst.
