Technical Support Engineer – Tier 1 Help Desk 

Network+ or Cisco CCNA certification preferred 

Jessup, PA

Job Type: Full-time 

 

Description: 
The Help Desk Technician is responsible for incoming technical assistance requests. Interested candidates should possess the following skills: 
 
Requirements: 

 

• Provide comprehensive technical support services to clients 

• Respond to requests within Service Level Agreements 

• Troubleshoot issue until resolved or escalate to Tier 2 

• Maintain accurate call logs documenting all interactions with clients 

• Excellent verbal and written communication skills 

• Experience supporting PC hardware and software in a client/server environment 

• Advanced technical troubleshooting skills and experience 

• Working knowledge of Microsoft Windows file sharing and permissions 

• Working knowledge of Microsoft Active Directory and other server technologies 

• Hardware experience with peripherals, scanners and mass storage devices 

• Basic programming/scripting skills for languages including powershell, javascript, vbscript desirable but not required 

• Working knowledge of small and medium business LAN and WAN network technologies such as routers, firewalls, switches, wireless access points, VPN, NAS, etc. 

• Working knowledge of Microsoft Office applications 

• Experience documenting problem and resolution of support calls as well as maintaining a knowledge base of processes and procedures 

•  Strong knowledge of MS Windows operating systems

• Workstation and server hardware and software troubleshooting  

• SMB and corporate networking topology

• Solid understanding of networking technologies, best practices, and cable termination is required.

• Linux experience a plus  

• Scripting experience a plus 

• Programming experience a plus 

•  Strong written and verbal communications skills are a must

 

Job Duties:

* Prepares workstations by configuring hardware, software, and network interface cards, printers, and peripherals. 
* Supports workstation performance by troubleshooting and resolving desktop issues; responding to and correcting problems; researching and developing solutions; keeping an inventory of all systems. 
* Prepares clients by conducting training in the use of equipment and references; developing resources. 
* Enhances workstation performance by installing upgrades; researching and providing input for new technology; recommending improvements. 
* Updates job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks. 
* Maintains quality results by following and enforcing standards. 
* Enhances staff accomplishments and competence by planning the delivery of solutions; answering technical and procedural questions for less experienced team members; teaching improved processes; mentoring team members. 
* Identifies system improvements by evaluating system performance. 
* Provides answers to clients by identifying problems; researching answers; guiding client through corrective steps. 
* Upgrades system performance by tuning and configuring the system. 
* Improves system by conferring with vendors and services; testing, evaluating, and installing new software. 
* Maintains system performance by defining development tools and procedures. 
* Protects system information by preparing and testing disaster recovery procedures. 
* Documents actions by completing forms, reports, logs, and records. 
* Protects organization's value by keeping information confidential. 
* Accomplishes information systems and organization mission by completing related results as needed.