Help Desk Technician - MD

hatch I.T. is partnering with

Neovera

to find a

Help Desk Technician.

See details below:About the Role:Under the direction of the Manager, Systems Engineering, the Help Desk Technician provides second level phone and in-person support to users for e-mail, connectivity, networking, operating system, and application issues; responsible for generating 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.About the Company:Neovera is a trusted provider of complex hosting solutions, leveraging over a decade of unmatched technical expertise in IT consulting and infrastructure managed services. Headquartered in Reston, Virginia, Neovera’s clients range from start-up and non-profit organizations to global media, distance-learning, and financial institutions. Our goal is to assist clients in achieving superior return on their investment with the optimization and management of high-availability IT infrastructure solutions.Benefits:The overall well-being of our employees and their families is important, and Neovera provides many valuable benefits, programs and tools to help manage the various phases, developments, and priorities in your life which include:Medical and dental insurance coverageFSA- health and dependent care expensesTelecommuting and work-life balanceLife insuranceShort and long-term disability insuranceGenerous paid time off (vacation, sick, floating holidays)401(k) retirement planCompetitive base salaryResponsibilities:Provide exceptional customer service to all usersRespond to inquiries and requests for assistance from end users via telephone, email and ticketing systemAnalyze/troubleshoot all levels of desktop, application and network issues (Tier 1 and 2).Document, track and monitor technical issues to ensure timely resolutionDocument changes in IT inventory and asset management systemsProvide timely and thorough input for regular status reportingProvide computer hardware and software setup, repair, upgrading, and troubleshootingPerform add/modify/delete of user profiles and accountsAssist in help desk documentationPhone/AV supportMobile support for wireless devicesPerform other duties and special projects as requiredQualifications:Excellent oral and communication skills (client-facing)2+ years of relevant work experience administering a Microsoft Domain, Windows Servers, Exchange administration, and other mission critical enterprise level systemsExperience with Microsoft Office Suite, Windows 7/10 OS, PC hardware support, Antivirus Software, Imaging.General knowledge of Help Desk ticketing systems (Kace, Jira, etc.)Experience developing processes and procedures for end-user instructional useCandidate must be a quick learner with exceptional customer service skillsA proactive mind-set with a focus on constant improvement and follow-through at all levelsStrong technical problem-solving skillsIn depth knowledge of the Microsoft Office suite products.Ability to take ownership of issues, work independently or escalate as needed, and find creative ways to resolve problems.Salary: $55,000 - $60,000 a year

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