Transform technology into opportunity as a Help Desk Technician I with Nexum Dynamics LLC.

A career in enterprise IT means connecting and enhancing the systems that matter most. At

Nexum Dynamics LLC, you’ll be at the forefront of innovation and play a meaningful part in

improving how agencies operate.

At Nexum Dynamics, people are our differentiator. As a Help Desk Technician I, you will help

ensure today is safe and tomorrow is smarter. Nexum Dynamics is seeking highly motivated

individuals to join our team of technical help desk professionals. Employees in this role will

serve as the first point of contact for IT problem resolutions and will assist customers by

researching technical issues, exploring answers, and providing information and alternative

solutions. This position will diagnose, resolve application issues, provide appropriate solutions

and timely resolution of incidents, or escalation on behalf of the customer to ensure satisfaction.

If offered this opportunity, you will provide support through a variety of methods including phone,

email, chat, and enterprise ITSM.

HOW A HELP DESK TECHNICIAN I WILL MAKE AN IMPACT:

● Assisting and supporting end-users with technical issues and questions via multiple

support channels including phone, email, ITSM, and walk-in requests

● Applying basic troubleshooting, issue isolation & diagnostic techniques to identify

technical problems, investigate causes, and recommend solutions, or escalate tickets in

accordance with existing SOPs, work instructions & knowledge articles

● Thoroughly documenting requests and incidents according to business processes and

standard operating procedures

● Documenting detailed, specific work notes regarding the interaction with the customer

● Providing case status updates to management and end-users according to service level

guidelines

● Maintaining a high level of courteous customer service at all times

● Communicating with customers at all levels of technical and non-technical skills set

● Tier 1 technical support for all City employees.

● Remote and on-site support for hardware and software issues.

● User account management (creation, modification, deletion).

● Printer and peripheral device support.

● Application support for commonly used software (e.g., Microsoft Office Suite).

● General IT troubleshooting and problem resolution

REQUIRED QUALIFICATIONS:

● High School diploma or equivalent; AND

● 2 or more years of related experience (education may be substituted for experience)

● Intermediate proficiency utilizing technical tools demonstrating a strong understanding of

hardware, software, networks, and common IT applications

● Ability to obtain a ITIL 4 Foundation, CompTIA A+, CND, or Security+ certification within

the first year of employment

● Ability & willingness to work and adhere to any full-time shift

● US Citizenship

PREFERRED QUALIFICATIONS:

● ITIL 4 Foundation certification, CompTIA A+, CND, or Security+ certification

● Demonstrated experience with ITSM tools and ticketing systems (e.g. ServiceNow,

Remedy) managing user support requests

WORK ENVIRONMENT:

● Onsite and remote work

● Hours of operations: 24 hours a day, 7 days a week

Scheduled Weekly Hours:

Work Location:

USA MD Hyattsville

Job Type: Full-time

Pay: $22.40 - $26.98 per hour

Expected hours: 40 per week

Work Location: In person

Nexum Dynamics & Consulting LLC

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