Job details

Helpdesk Technician - DC

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 will provide 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 coverage

• FSA- health and dependent care expenses

• Telecommuting and work-life balance

• Life insurance

• Short and long-term disability insurance

• Generous paid time off (vacation, sick, floating holidays)

• 401(k) retirement plan

• Competitive base salary

Essential Duties and Responsibilities:

Provide exceptional customer service to all users
Respond to inquiries and requests for assistance from end users via telephone, email and ticketing system
Analyze/troubleshoot all levels of desktop, application and network issues (Tier 1 and 2).
Document, track and monitor technical issues to ensure timely resolution
Document changes in IT inventory and asset management systems
Provide timely and thorough input for regular status reporting
Provide computer hardware and software setup, repair, upgrading, and troubleshooting
Perform add/modify/delete of user profiles and accounts
Assist in help desk documentation
Phone/AV support
Mobile support for wireless devices
Perform other duties and special projects as required

Qualifications:

Excellent oral and communication skills (client-facing)
4+ years of relevant work experience administering a Microsoft Domain, Windows Servers, Exchange administration, and other mission critical enterprise level systems
Experience with Microsoft Office Suite, Windows 7/10 OS, PC hardware support, Antivirus Software, Imaging.
General knowledge of Help Desk ticketing systems
Experience developing process and procedures for end-user instructional use
Candidate must be a quick learner with exceptional customer service skills
A pro-active mind-set with a focus on constant improvement and follow through at all levels
Strong technical problem-solving skills
In 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.

Other desired knowledge, skills or attributes:

Experience supporting users in an Office 365 organization a plus
Experience in working with or for an MSP
Curiosity and strong desire to constantly learn
A self-starter with the ability to work in a fast paced and ever-changing environment
Strong ability to balance multiple priorities in a high-demand environment

$65,000 - $80,000 a year

Hatch IT Glassdoor Company Review

No rating

Hatch IT DE&I Review

No rating

CEO of Hatch IT

Unknown name

Approve of CEO

Average salary estimate

$72500 / YEARLY (est.)

min

max

$65000K

$80000K

If an employer mentions a salary or salary range on their job, we display it as an "Employer Estimate". If a job has no salary data, Rise displays an estimate if available.

What You Should Know About Helpdesk Technician - DC, Hatch IT

Hatch I.T. is thrilled to partner with Neovera in Washington, DC, to find a talented Help Desk Technician to join their dynamic team. In this pivotal role, you'll be the go-to person for providing second-level support, helping users tackle a range of IT challenges, from email and connectivity issues to intricate application troubleshooting. As a Help Desk Technician, your knack for generating support tickets and your troubleshooting expertise will shine. You'll work closely with specialized staff to escalate ticket issues when necessary. The position also involves participation in exciting project-based work, like system upgrades and installations—something to keep your work both interesting and impactful! Neovera is not just any company; they are a trusted provider of complex hosting solutions that attribute their success to over a decade of experience in IT consulting and infrastructure managed services. Their clientele is diverse, spanning start-up organizations to global institutions, showcasing a culture that prioritizes superior client returns and high-availability IT infrastructure solutions. Truly, working at Neovera means being part of a team that values your growth and well-being, as demonstrated through generous benefits like medical and dental coverage, robust retirement plans, and exceptional paid time off. This isn't just a job—it's a career with ample opportunities for learning and development.

Frequently Asked Questions (FAQs) for Helpdesk Technician - DC Role at Hatch IT

What does a Help Desk Technician do at Neovera?

A Help Desk Technician at Neovera primarily provides second-level support for various IT-related issues, from email and networking troubles to application support and hardware troubleshooting. They ensure timely ticket resolution and keep end-users informed throughout the process.