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Technical Support Specialist

2 months ago

Rockville, Maryland, United States SYSARC INCC Full time
Job Overview

Position: Support Desk/NOC Technician


We are a dynamic Managed Service Provider in the DC region seeking skilled Support Desk Technicians to enhance our workforce. Our organization boasts a diverse team and a distinctive culture that emphasizes collaboration and exceptional customer service, focusing on aligning technology with the operational needs of our clients.


Ideal Candidate: The perfect candidate will possess 3-5 years of tier II or higher technical experience, coupled with a solid history of outstanding customer service. We are in search of an individual who is organized and passionate about executing our processes to foster a successful and efficient environment for our clients.


Compensation and Benefits:

  • Health, Vision, and Dental insurance
  • 401k with Company Match
  • Two Weeks Paid Vacation
  • Certification and Training opportunities


Core Responsibilities:

  • Deliver exceptional customer service and desktop support to ensure user satisfaction.
  • Collaborate with colleagues to uphold or surpass established desktop support standards for various enterprise-level clients.
  • Provide technical assistance and support for incoming tickets (reactive) through the ticketing system or via phone.
  • Achieve or exceed baseline metrics for reactive support.
  • Document and execute troubleshooting steps to resolve issues.
  • Troubleshoot technical problems related to Local Area Networks (LAN), Wide Area Networks (WAN), VPN, and other systems.
  • Create and maintain internal procedures and processes, along with 'how-to' documentation for the internal knowledge base.
  • Assist in the remote onboarding of new users.
  • Set up and deploy new/old PCs for clients using standard hardware, images, and software.
  • Help users configure email on their mobile devices.
  • Conduct Active Directory and Exchange/Office365 troubleshooting, including add/change requests on client servers.
  • Be available for after-hours on-call schedules, including one weekend every eight weeks.


Key Competencies:

  • Soft Skills: Strong organizational abilities and effective communication are essential.
  • Teamwork, Customer Service orientation, and a continuous improvement mindset.
  • Technical Skills: Candidates should hold at least the following certifications:
    • Network+
    • MCP
  • Preference for candidates with one of the following:
    • CCNA
    • MCSA
  • Familiarity with ConnectWise or similar ticketing systems.
  • Ability to troubleshoot and support Mac/Apple products.
  • Experience with Microsoft Office 365 support.

Please submit your cover letter and resume for consideration.