IT-Helpdesk Technician-Desktop Support

EM Key Solutions is seeking a customer service-oriented Helpdesk Support Technician to provide support to internal employees with hardware and software issues. The candidate will troubleshoot and resolve technical issues via phone using remote access technologies or in person. The candidate will be required to work independently with little or no supervision and must be able to prioritize open issues.

Duties:

• Provide customer service and support to employees with software and hardware issues.

• Monitoring support tickets

• Identify and escalate issues that require other IT groups to complete

• Document and maintain computer inventory using an asset management system

• Provide training on an individual basis or small group

• Proactively identify trending issues and work with support staff to automate solutions when possible

• Support of portable devices - iPhones/iPads and Android Devices using Enterprise Mobility Management Software

• Active Directory - Creating Accounts, Experience working with Group Policies

• Manage Office 365 Email Accounts and Distribution Groups

• Troubleshoot Wi-Fi network and VPN connections

• Create, update, maintain, and review quarterly Tier 1 and Tier 2 Standard Operation Procedures (SOPs)

• Ability to systematically troubleshoot complex issues over the phone as well as in person

• Must be customer service orientated and provide timely resolution of all issues

• Have a basic understanding of networking concepts

• Possess good problem-solving skills and a desire to learn

Required Qualifications:

• Prior customer service experience is desired

• 1-3 years prior helpdesk experience

• Experience with desktop imaging technologies

• Working knowledge of Active Directory, Office 365, Microsoft Teams, MFA, and Azure

• Knowledge of Windows 10, MS Office 365, Cisco VPN, Endpoint Detection and Response Software, Virus Removal tools

• Associate degree or bachelor's degree (B.A.) from a four-year college or university

• Any Office 365 certification is a plus

Clearance:

The selected candidate must be able to pass a thorough Government background investigation successfully. Applicants selected will be subject to a security investigation and may need to meet eligibility requirements for access to classified information., As a Federal Contractor, we are required to use E-Verify (https://www.emkeysolutions.com/e-verify) to validate employees' ability to work legally in the United States.

EM Key Solutions, Inc. (EMKS), founded in 2015, is a Service-Disabled Veteran-Owned Small Business (SDVOSB) offering a broad range of services to support Federal Government enterprises in meeting their mission requirements and business demands. Relationships are key to EMKS! We adopt a customer-centric approach and proven management processes for every project we undertake. Through sound leadership and management principles, EMKS focuses on offering its clients the solutions they need to be successful throughout the project management lifecycle at the most competitive rates