Help Desk Technician

FTI is looking for a qualified Help Desk Technician to join our team who is excited as we are to build upon a culture that embodies excellence in all we do. Our culture revolves around the 4C’s: Core Values, Commitment, Compassion, and Charity. It is very important to us to show our Passions for our Employees and Customers, while showing Love to our Neighbors in the Community.  This position prefers at least a DoD Secret Clearance or the ability to obtain. This position is located in Pittsburgh, PA and will be on customer site. 

• Provide initial employee support for technical inquiries received via phone, email, messaging applications or in-person.
• Assess the nature of problems and resolve basic support issues.
• Troubleshoot software and hardware issues on laptops, desktops, tablets, and/or smartphones.
• Log or record support tickets and/or cases.
• For more complex issues, coordinate with second-level Help Desk Technicians.

• Must have CompTIA A+ certification
• Must have CompTIA Security+ certification
• CompTIA Network+ certification (preferred)
• 2-6 years of Help Desk experience
• Experience supporting Windows 10 and 11 to include troubleshooting and imaging laptops
• Experience supporting and using Microsoft Office products, more specifically Office 365 and SharePoint
• Experience supporting remote users and remote desktop connectivity (Cisco AnyConnect VPN preferred)
• Experience in printer connectivity and light maintenance (cleaning, changing cartridges)
• Experience provisioning and troubleshooting cell phone apps and connectivity
• Experience in supporting end-users of all levels from novice to Executive
• Experience in support during conflicting schedules and priorities. Ability to prioritize accordingly.
• IT Inventory support: Gathering data (i.e. Item description, make, model, serial number, cost, etc.) for input into the Tracker System
• Organize and compile purchase card documents for the cardholder to make the purchase
• Participate in planning activities for IT needs, ensuring the right & best hardware/software is acquired to meet mission requirements
• Must be a U.S. Citizen with an active Secret DoD clearance. 

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