Help Desk Technician Tier III

Company: SPN Solutions
Location: Bethesda
Posted on: May 27, 2023

Job Description:

Job Title

Help Desk Technician Tier III

Job Type

Full-time

Category

Information Technology

Location

BETHESDA, MD - BETHESDA, MD 20814 US (Primary)

Education

Professional

Travel

10 - 20%

Job Description

Help Desk Technician-Tier III

Location: Bethesda MD

Clearance: Secret Clearance - Required

Education: Bachelor's Degree - Required or Equivalent

Certification: Security+

Position Description:

SPN Solutions is seeking to hire a senior level, skilled Help Desk Technician Tier 3 to support ongoing critical requirements with one of our Defense customers in Bethesda, MD. The Help Desk Technician will be responsible to independently set-up, diagnose, troubleshoot and resolve end-user questions in the following IT areas of support: applications and programs; user accounts and access; print services and printer configuration; asset inventory and database management; desktop/laptop/tablet; mobility devices; telecommunications devices. The Help Desk Technician will function as part of a team, inclusive of customers, and must demonstrate sufficient written and communication skills to ensure success.

Required Experience/Skills:

• Secret Clearance
• Security+
• 3-6 years of relevant experience
• Strong experience with Windows-based hardware, operating system, and printers
  
  Primary Job Duties:
  
  • Demonstrated ability to independently set-up, diagnose, troubleshoot and resolve end-user questions in the following IT areas of support: applications and programs; user accounts and access; print services and printer configuration; asset inventory and database management; desktop/laptop/tablet; mobility devices; telecommunications devices.
  • Troubleshoot and resolve escalated technical issues and helpdesk tickets.
  • Organize, prioritize, and assist with daily technical support in organizations with different support requirements.
  • Troubleshoot and solve common network issues and hardware/software issues using component-level physical and logical diagnostic tools.
  • Ability to identify and work independently on special projects and lead helpdesk projects as assigned.
  • Update and maintain SOPs and other documentation for procedures and processes; update assigned trouble tickets and equipment databases.
  • Work with other technical teams to resolve large scale issues.
  • Test new hardware and software systems and packages prior to deployment.
  • Assist with managing the helpdesk ticket queue on a daily basis, creating, routing, and remedying tickets.
  • Demonstrate strong customer service skills. Flexible work schedule to provide support as necessary.
    
    About SPN Solutions:
    
    SPN Solutions is an 8A Certified (SBA) Small Business that provides IT enterprise solutions, manages large-scale, mission-critical IT programs, and provides mission support services to customers in the Defense, Federal Civilian Government and Commercial sectors. Our values are the standards that inform and inspire all our activities and distinguish us as a corporation.
    
    At SPN, we have a corporate culture which fosters creative thinking, respects your contributions, and accepts nothing less than excellence in serving our customers. We demonstrate these core principles daily through our corporate Values and culture.
    
    • Comprehensive Health, Dental, and Vision plans available for you and your family
    • Premier 401k retirement plan with corporate matching
    • Generous vacation and sick leave plan
    • Parental leave plan
    • Company paid Life and AD&D Insurance
    • Tuition reimbursement for continuing education
      
      SPN Solutions Inc. is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, physical or mental disability, sexual orientation, gender identity, age, marital status, medical condition, veteran status, or any other factor determined to be unlawful by federal, state, or local statutes. SPN Solutions Inc. will treat all employees equally with respect to compensation; opportunities for advancement, including upgrading, promotion and transfer, and all other terms and conditions of employment.

Keywords: SPN Solutions, Bethesda , Help Desk Technician Tier III, Professions , Bethesda, Maryland