Helpdesk Support Specialist

4 weeks ago

Washington, Washington, D.C., United States Tripoint Solutions Full time
About the Role

We are seeking a skilled Helpdesk Technician to join our team at Tripoint Solutions. As a key member of our IT department, you will be responsible for providing top-notch technical support to our customers.

Key Responsibilities
  • Act as the initial point of contact for all technical inquiries and requests for service.
  • Provide resolution to basic or moderately complex incidents or requests during the first contact.
  • Utilize the ticketing system to intake, prioritize, and monitor resolution of incidents or track projects and inventory.
  • Maintain documentation for problem resolutions and procedures.
  • Maintain compliance with standard operating procedures (SOPs) regarding ticket closure, escalation, and status.
  • Reassign/escalate requests to the appropriate IT team member or other support level, as SLAs or issues warrant.
  • Effectively communicate with all parties involved.
  • Ensure timely acknowledgement and resolution of technology support requests.
  • Install, monitor, troubleshoot, replace, and support end-user devices and peripherals.
Requirements
  • Diploma/GED
  • Minimum 1 year of relevant enterprise helpdesk experience
  • Ability to effectively communicate complex information
  • Excellent writing skills
  • Technical knowledge to troubleshoot basic incidents impacting Windows, MS Office apps, workstations, and networks
  • Ability to build rapport with team members and end users
  • Ability to manage time and adapt to changing priorities
  • Proficiency with ticketing system
  • CompTIA Sec+ or equivalent DOD 8570 IAT Level I certification
What We Offer

At Tripoint Solutions, we value and respect each employee's dedicated work and unique contributions. We offer a range of benefits, including medical, dental, and vision benefits, flexible spending and health savings accounts, company-paid life and disability insurance, paid-time off, and a 401(k) retirement plan.

We are committed to providing a positive and inclusive work environment that supports the growth and development of our employees. If you are a motivated and detail-oriented individual with a passion for providing exceptional customer service, we encourage you to apply for this exciting opportunity.

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