Level 1 Help Desk Technician

Nauticon Office Solutions • Full-time • Gaithersburg, Maryland, United States • $43k / year • 2w ago

About Nauticon

Nauticon (www.nauticon.com) is a technology leader that proudly serves customers with managed IT services, printing and imaging products, electronic security solutions, and workflow management. Nauticon’s primary core value is “Service First.” All Nauticon team members are expected to exhibit excellent customer service and our customer feedback indicates that we practice what we preach! Imagine working for a company selling cutting edge technology products that provide competitive benefits, competitive pay, and more. As one of the largest and growing local technology leaders, we want you to join us!

Salary : $43,000+ based on experience and qualifications

Work Hours: M-F 8am-5pm + on-call (evenings + weekends) approximately 1 week/month

Position summary: Nauticon’s Managed Services division is seeking a Level 1 Help Desk Technician with a strong IT and customer service background. The ideal candidate will have his/her A+ and Net+ certifications and a minimum of 1-3 years of help desk or comparable troubleshooting experience. Connectwise, Continuum RMM, LogMeIn Pro, Auvik, and IT Glue experience are a plus.

Position responsibilities: The responsibilities of a Level 1 Help Desk Technician are:

· Answer customer phone calls; triage and prioritize new tickets and requests

o Level 1 Help Desk Technicians are expected to troubleshoot a new issue for between 15-30 minutes before escalating to the Escalations Team

· Provide remote support to end-users at multiple customer sites, including:

o Install, configure, and troubleshoot Windows OS and Microsoft Office applications

o Perform password resets in Active Directory, Office 365, etc.

o Perform administrative tasks in Office 365 (i.e. creating users, distro lists, forwarding rules, etc.)

o Troubleshoot network connectivity issues

o Configure and troubleshoot Cisco Meraki firewalls and wireless access points

o Configure and troubleshoot point-to-site VPN connections

o Act as liaison between customer and 3rd party vendors (i.e. internet service providers, line-of-business software vendors, etc.)

o Configure and troubleshoot mobile devices for email, multi-factor authentication, and mobile device management services

· Enter all time and notes promptly and accurately into ticketing system

· Communicate courteously and effectively with end users

· Perform product/solution research as required

· Document various user environments

· Work with the rest of IT team to recommend long-term solutions to solve recurring or frequent user issues

Requirements:

· A+ and Net+ certifications (preferred)

· 1-3 years of help desk or comparable troubleshooting experience

· Must be able to perform work after hours and on weekends as necessary

· Self-motivated, responsible, organized, detail oriented, quick learner, team player

· Excellent verbal and written communication skills

· Able to leverage all available resources to bring issues/tickets to full resolution

· Excellent time management and prioritization in order to juggle tickets, clients, and internal initiatives

· Understands the concept of networking and how PCs, servers, end-points communicate with one another

· You will be required to lift equipment up to 50 lbs on occasion

· Successful candidate will be required to show proof that s/he can legally work in the U.S.

Disclaimer: The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. These statements are not intended to be an exhaustive list of all responsibilities, duties and skills, nor are these statements intended to create a contract of employment between the employee and Nauticon.

Nauticon is an Equal Opportunity Employer
Nauticon provides equal employment opportunity to all employees and job seekers without regard to race, color, religion, national origin, sex, age, disability, pregnancy, sexual orientation, gender identity, genetic information, veteran status, or any other protected characteristic under federal, state or local laws.

Benefits
Nauticon offers eligible employees an attractive benefits package including health care, tuition assistance, 401(k), paid time off and much more.

Job Type: Full-time

Pay: $43,000.00 per year

Benefits: