Help Desk Technician (Bowie Maryland)

Job Description Overview: Under the supervision of the Director of Systems Operations, this position will be responsible for providing technical support and assistance, whether on the phone, in person, or remotely, related to computer systems, hardware, and software.

This position will respond to customer queries to provide technical assistance. Duties / Responsibilities: · Responds to Help Desk queries on the phone, via email, in person, or through remote access · Documents all Help Desk related activities in a ticket tracking system · Provides technical assistance regarding the delivery, configuration, setup, maintenance, and troubleshooting of computer systems, hardware, and software. · Trains computer users on best practice systems usage · Trains staff regarding the troubleshooting and diagnosing of problems · Collects feedback from users to improve training methods and materials · Creates and maintains standard operating procedures (SOPs) · Creates and maintains training videos, tutorials, and other training resources · Generates reports and analyzes trends with common complaints and problems · Provides excellent customer service to internal and external customers · Provisions, configures, and deploys new hardware including laptops, mobile devices, and other devices · Installs hardware and/or peripherals for users including computers, displays, docking stations, headsets, etc. · Other duties as assigned. Qualifications: · Associate degree in Information Technology, Computer Science, or related discipline (or equivalent / relevant certifications and/or work experience) · Minimum of 2 years of experience working in a help desk environment · Strong working knowledge of computer systems, hardware, and software · Excellent problem-solving, analytical, and collaborative skills · Eager to learn new or recent technologies · Experience with standard procurement and objective decision-making processes · Excellent interpersonal and multitasking skills · Experience with Microsoft products including: o Windows 10 o Office 365 o Office Tools (Word, Excel, Power Point, Visio) o SharePoint o Teams o Azure o Intune · Excellent written and verbal communication skills · Ability to type at least 40 words per minute · Ability to read and understand technical documentation · Self-motivated and exhibits a high degree of professionalism · Ability to communicate effectively with all levels of employees/management · Ability to provide after-hours support and on-call support as needed · Demonstrated ability to thrive in environments with high levels of stress · Experience with macOS and/or Linux a plus · Prior experience in the Electric Vehicle Industry or Energy Industry is a plus · Prior managed service provider (MSP) experience is a plus · Knowledge of cyber security practices and data privacy principles · Prior experience with Zendesk and Jira are a plus Work Authorization: • United States (required) EEOC Statement:

We provide equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. Additional Notes: (Americans with Disability Specifications) Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is occasionally required to stand; walk; sit; use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; climb stairs; balance; stoop, kneel, crouch or crawl; talk or hear; taste or smell. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.