Helpdesk Specialist 1 - Tysons, VA

Responsibilities:

As a member of our Service Desk team, the successful candidate will be responsible for maintaining productivity of M.C. Dean staff by performing a variety of technical tasks including, but not limited to the following:

• PC provisioning, including installation of the standard OS image, BIOS updates, drivers, and common application software using a combination of the MS Autopilot and manual procedures; verifying and updating network, user profile, and software configuration.

• Receiving and providing initial support for the incoming calls/support requests received through the ticketing system, helpdesk telephone line, email, or MS Teams.

• Provisioning user accounts, group membership, access to core collaboration tools (MS Outlook email, MS Teams, MS SharePoint, OneDrive, and related), privileges and software licenses using established procedures via Microsoft Entra ID and vendor-specific tools.

• Troubleshooting basic hardware, software compatibility issues, and network connectivity issues, and Microsoft 365 and related application issues; escalating complex problems to senior staff, coordinating OEM repairs.

• Network-attached multi-function printer configuration, including networking, security, and logging attributes; troubleshooting connectivity and printing issues.

• Reviewing and updating support requests (tickets) in the ITSM ticketing tool, providing regular updates, initiating escalations.

Experience, Knowledge, and Skills:

A successful candidate will 1-2 years of experience performing duties outlined above and will possess technical knowledge and corresponding skills in the following areas:

• Windows 10, Windows 11, and, optionally, MacOS concepts, organization, and core administration and troubleshooting tools

• Microsoft Active Directory (AD), Azure AD / Entra ID concepts, administration, and troubleshooting tools

• Endpoint provisioning using Microsoft Intune, Autopilot, and comparable tools

• MS Office 365 desktop application and collaboration tools (MS SharePoint, MS OneDrive, MS Teams) fundamental concepts, account provisioning, privileges, and troubleshooting tools

• TCP/IP networking concepts (IP addressing, routing), core protocols and services (e.g., DHCP, DNS) and troubleshooting tools

General and Behavioral Attributes:

To be successful in our fast-paced and ever evolving environment, a successful candidate should have a demonstrated track record of the following critical attributes:

• Attention to detail and strong analytical and problem-solving skills relying on a combination of fundamental knowledge, procedures, and independent analysis

• Strong organizational and team collaboration skills to provide timely and efficient response to service requests

• Exceptional oral and written collaboration skills utilizing a variety of tools including ticketing systems, email, MS Teams, conferencing, etc. in a multi-discipline and geographically distributed environment

• Ability to handle challenging situations in a professional, cordial, and collaborative manner

• Commitment to continuous learning and professional development

Education:

• Associate of Science Degree in Information Technology, Computer Science, Computer Engineering, Networking, or a related field with 4-6 years of experience; Equivalent combination of HS degree and work experience is acceptable.

Abilities:

• Exposure to computer screens for an extended period of time.

• Sitting for extended periods of time.

• Reach by extending hands or arms in any direction.

• Have finger dexterity in order to manipulate objects with fingers rather than whole hands or arms, for example, using a keyboard.

• Listen to and understand information and ideas presented through spoken words and sentences.

• Communicate information and ideas in speaking so others will understand.

• Read and understand information and ideas presented in writing.

• Apply general rules to specific problems to produce answers that make sense.

• Identify and understand the speech of another person.