Help Desk Specialist

3 weeks ago

Washington, Washington, D.C., United States DP Solutions Full time

Estimated salary: $60,000 - $80,000 per year.

Company Overview

At DP Solutions, we're committed to delivering top-notch IT solutions and exceptional customer service. With over 1,000 satisfied clients across the mid-Atlantic region, we've established ourselves as a leading provider of IT technology solutions in Maryland, Pennsylvania, Virginia, and beyond.

Job Description

We're seeking a highly skilled Help Desk Specialist to join our team. As a Service Desk Engineer, you'll provide remote support assistance and remediation to our customers, troubleshooting technical issues related to workstations, servers, printers, networks, and vendor-specific hardware and software.

Your responsibilities will include:

  • Providing permanent, full-time support with 1st shift hours (8:30 p.m. to 5 p.m.) Monday through Friday;
  • IT support for technical issues involving Microsoft's core business applications and operating systems;
  • Support services for Microsoft-related technologies, including Windows Server, Exchange, SQL, SharePoint, etc.;
  • Technical services and support at the network level, including WAN and LAN connectivity, routers, firewalls, and security;
  • Implementing and supporting remote access solutions, such as VPN, Terminal Services, and Citrix;
  • Answering incoming calls with courtesy and empathy, providing first call resolution, gathering information, and documenting in ConnectWise;
  • System documentation to ensure accuracy, providing maintenance, and reviewing in ConnectWise and IT Glue;
  • Communicating with customers regarding ticket progress, notifying them of impending changes via telephone, email, and ConnectWise;
  • Deploying desktops and laptops;
  • Consistently striving to improve customer service, perception, and overall satisfaction;
  • Performing related duties as assigned by your supervisor;
  • Maintaining compliance with all company policies and procedures.

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