Entry Level Help Desk Technician – Must Have TS/SCI (Polygraph Eligible)

Annapolis Junction, Md

Job Description

Synertex, LLC, is seeking entry level IT Help Desk Technicians for positions at Annapolis Junction, Md.  Help Desk Technicians will be responsible for support of all desktop hardware, software and telecommunications equipment. As a Service Desk Representative you are the front line in support of Insight Customers. In this role, you will respond to customer inquiries in person, via phone, email, and chat. Associates must possess strong verbal and written communication skills.

Salary:  $40,000-$56,000 depending on IT experience and education level.

Responsibilities

  • Effectively manage issues through multiple forms of inbound requests including in person, queue calls (phone), e-mails, Chat, web forms, or client tracking/ticketing databases
  • Respond to all Customer requests in timely and professional manner
  • Assist with all aspects of technical support, including on-site visits as needed
  • Instruct end users in the appropriate use of equipment, software, and/or reference materials
  • Data entry (management of data) - accurately prioritize, categorize, track and log calls, tickets, chats, etc. following client or internal tracking protocols
  • Troubleshoot and resolve issues related to hardware/software, password resets, Microsoft operating systems, security, desktop applications, and peripherals
  • Research/troubleshoot issues using the tools available
  • Proactively following up on all open issues Work closely with other team members to identify and suggest resolutions and improvements
  • Navigate internal/external reference support materials

Skills

  • Security+ Certification
  • TS/SCI minimum
  • Some IT Experience
  • Bachelor's Degree Preferred

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