Help Desk Support Technician

TISTA Science and Technology Corporation is seeking a Help Desk Support technician to join our growing corporate Information Technology team at Rockville, MD. TISTA is looking for candidates who will be part of a talented team of engineers that demonstrate superb technical competency, deliver mission critical infrastructure, and ensure the highest levels of availability and performance. The candidate should be able to communicate effectively with technical and business professionals by applying analytical trouble shooting skills. This person must be resourceful, detail-oriented, and 100% client-focused, with a continuing passion for your profession. Up for the challenge?  Apply for an interview today!

• Provide Tier 1/2 Support for customers via Teams, email, and phone
• Provide technical assistance for questions and problems and help fix issues
• Communicate with customers to ensure full resolution of issues
• Create and monitor service tickets in FreshService
• Create documentation for standard operating procedures
• Identify and investigate system errors and other issues
• Corroborate and validate data from multiple sources
• Perform software installations and updates remotely
• Consult with Tier 3 support to assist with advanced IT issues

• 3+ years’ experience working in a Service Desk/Help Desk environment
• Good experience working with Office 365 applications such as Outlook, Teams, SharePoint etc.
• Strong computer skills, especially with experience on Dell laptops
• Ability to troubleshoot and diagnose IT problems
• Familiarity with supporting applications hosted on Azure
• Familiarity with both PC and Mac, experience with different browsers
• Experience with both Android and iOS platforms
• Familiarity with Remote Control management tools
• Very good customer service skills, ability to communicate effectively to help customers fix their issues and feel satisfied with the experience
• Experience responding to requests for IT support from employees and tracking these problems using the Freshservice ticketing management system until complete resolution is attained
• Detail-oriented including updating all service tickets with detailed notes
• Good writing and editing skills to aid in writing and updating manuals
• Ability to identify the gaps within the existing operating procedures and fill them
• Experience in troubleshooting hardware and software problems and providing effective solutions
• Proactive and excited to learn new things

Education

Location: Rockville, MD (Hybrid 2-days a week)

Education: 

• Bachelor’s degree in an IT-related field, or an Associate’s degree with 5+ years relevant experience
• Microsoft MCP, Apple ACSP, CompTIA Network+ certifications are desired

Pay Range:

• The pay for this position ranges from $45,765 to $84,750.
• The actual salary offer will carefully consider a wide range of factors, including your skills, qualifications, experience, and location.
• Also, certain positions are eligible for additional forms of compensation, such as bonuses.
• TISTA associates are eligible to participate in our comprehensive benefits plan! More information can be found here: https://tistatech.com/working-at-tista/