Help Desk Tech II

Summary:

Working in a team environment, the Help Desk Technician provides IT support for ACM employees running on a Microsoft Windows network/domain. Occasional night and weekend work for scheduled maintenance or in response to work stoppages and travel to other branch locations.

Essential Functions:

• Provides first-line support via phone and ticketing system (Zendesk and ConnectWise)
• Participation in on-call rotation
• Supports new hires, employee changes and terminations
• Provides support for basic IT issues such as password resets, peripheral configurations, desktop/laptop and iPad/iPhone configurations, software installations and hardware repair
• Software support: Microsoft Office, ICE Encompass, ConnectWise, BI tools, Spam/Phishing mail tools, email services.
• Provision new hardware for new and existing users and install base image on computers
• Resolves minor technology problems, monitors user activity and maintains documentation

Required Skills, Knowledge, Education and Experience:

• Ability to utilize current skills, knowledge base and available tools to resolve typical IT-related issues in a corporate Microsoft environment
• Working knowledge of computer and/or network security systems, procedures and applications and the ability to learn and support new systems and applications
• Ability to install, configure and/or maintain personal computers, networks, and related hardware or software
• Ability to identify and resolve computer system malfunctions and operational problems
• Strong communication skills and attention to detail
• Self-starter with strong analytical and problem-solving skills and the ability to embrace and adapt to changing situations, environments and tasks
• Ability to exercise sound judgment and to effectively coordinate multiple, concurrent tasks
• High school diploma or equivalent

Preferred Skills, Knowledge, Education and Experience:

• 3+ years of experience working in a corporate IT environment
• Two or more certifications (A+, Network+, Security+, MCP, MCSA, MCSE)
• Experience supporting or using the following applications or operating systems:
• • • Microsoft Office 365 (Outlook, Word, Excel)
    • Windows 11
    • Active Directory
    • ICE Encompass
    • Imaging Systems (Dell Kace, WDS/MDT, SCCM)
    • Ticketing System (Zendesk, ConnectWise, etc.)
    • Remote Connectivity Tools (LogMeIn, GoToAssist, ScreenConnect)
    • ConnectWise automate
• Ability to work out of the Fairfax, VA office on a hybrid schedule