Associate IT Helpdesk Support Technician

$42,099 - $61,589/Yr

Thales - Clarksburg, MD

Full-time - Entry Level

Clarksburg, MD

Merchant Wholesalers, Durable Goods

About the position

The Associate IT Helpdesk Support Technician at Thales Defense & Security, Inc. is responsible for providing phone-based and on-site customer support for all company computer systems. This role involves troubleshooting issues, documenting resolutions, and ensuring quality customer service for internal clients across various locations. The technician will work closely with the Associate Client Service Manager and may participate in special projects as needed.

Responsibilities

• Support internal TDSI customers at all locations.
• Troubleshoot computer system problems and provide solutions via phone support.
• Follow established policies and procedures to provide quality customer support.
• Log and document all issues, follow-up, and resolution information for each assigned ticket.
• Identify customer concerns and resolve or escalate to Level II Help Desk Technician Team as appropriate.
• Pro-actively seek out solutions to less common problems and develop workarounds.
• Utilize resources such as FAQs and knowledge bases to locate solutions.
• Maintain working knowledge of Help Desk policies and procedures through ongoing training.
• Demonstrate a sense of urgency on open issues to ensure timely resolution.
• Ensure timely follow-up to all assigned open Help Desk tickets.
• Provide assistance and training to other team members as required.
• Participate on special projects as required.
• Document issues for self-help and support for Level 1 Help Desk technicians.

Requirements

• U.S. Citizenship required.
• 2 years of college or related work experience.
• Familiarity with standard concepts and practices in IT.
• Excellent customer service skills.
• Ability to follow established guidelines and instructions.
• Ability to lift equipment weighing up to 50 pounds with or without assistance.
• Good problem-solving skills.
• Excellent verbal and written communication skills in English.
• Ability to work on a rotating on-call team for network connectivity.
• Basic knowledge of MS Windows 10/11 Operating Systems.
• Basic knowledge of iPhone and MS Office.
• Basic knowledge of PC software/hardware installation, troubleshooting, and repair.
• Time management and organization skills with excellent attendance and punctuality.
• Ability to multi-task in a fast-paced environment.
• Ability to travel to all TDSI site locations as needed.

Nice-to-haves

• A+ Certification
• Net+ Certification
• 6 months previous help desk customer support experience
• Printer troubleshooting and repair experience
• Experience working with Help Desk ticket management software

Benefits

• Competitive salary
• Yearly Incentive Compensation Plan
• Medical Insurance for self and eligible family members
• Generous 401(k) program with 100% immediate vesting
• Tuition Reimbursement
• Paid wellness, vacation, and holiday leave
• Paid maternity, paternity, and parental leave
• 9/80 work schedule (every other Friday off)