fusionSpan is fast growing information technology services company, and we are seeking a Help Desk Technician to join our team at the Headquarters in Rockville, MD. While this is an entry level position, we always provide multiple avenues of growth within our organization.
Purpose: The Help Desk Technician provides first in-person support to users for e-mail, connectivity, networking, operating system, application issues; responsible for resolving support tickets, troubleshooting IT related problems and escalating trouble tickets as necessary to specialized staff for resolution. The Help Desk Technician will also participate in project-based work such as upgrades, installations, etc. and must be effective in interpersonal communication and problem solving.
Essential Duties and Responsibilities: - Provide exceptional customer service to all users.
- Analyze/troubleshoot all levels of desktop, application, and net work issues.
- Act as the first line of support for all IT Issues via email/portal/ phone.
- Provide timely and thorough input for regular status reporting.
- Configure and deploy workstations for the office.
- Create and take ownership of tickets using our ticketing system
- Troubleshoot and resolve desktop and application incidents.
- Escalate tickets when needed to others on the team or to a specific program.
- Provide regular and frequent communication with the employees to keep them informed on ticket status and anticipated resolution timeframe
- Document and close tickets
- Perform other duties and special projects as required.
Other desired knowledge, skills or attributes:
- Experince with Mac OS X is very important, as we are a 100% Mac environment
- Experience with networking, DHCP, DNS and Wi-Fi standards
- Experience configuring pfsense or any firewall is nice to have, but not required
- Experience with a ticketing system and JIRA is a plus
- Curiosity and strong desire to constantly learn
- A self-starter with the ability to work in a fast paced and ever-changing environment
- Strong ability to balance multiple priorities in a high demand environment
We offer a challenging yet low stress environment, with no corporate hierarchy. The right person will be self-motivated and adaptable. This position requires someone who wants their work to make a difference, is a fast learner, has an instinctive problem solving mentality and experience conceptualizing and creating out of the box solutions
We offer a comprehensive salary and benefits package. This position is located around Rockville, MD and is a five-minute walk from the Twinbrook Metro Station.