We have an outstanding Contract position for a Junior IT Help Desk Agent to join a leading Company located in Laurel, MD.
Pay Rate: $28.00 - $32.00 per hour
**US Citizenship is required.**
**Candidate must have the ability to obtain and maintain a Secret Security Clearance.****Work site is 100% Onsite in Laurel, MD
We are seeking an IT Help Desk Agent to help us support the information technology needs of the nation 's leading university affiliated research center. You will be working with engineers, scientists and business professionals that are addressing critical challenges of our nation. We are ranked as one of Computerworld 's Top Places to Work in IT for the last seven years and are wanting to add bright, dedicated hardworking technicians to our team.
Job Responsibilities: Provide support for account administration requests via the Service Desk ticketing tool, phone, email, live agent and chat to include resetting passwords and creating/maintaining/modifying user accounts for network and business applications.Diagnose and solve problems related to desktops, laptops, mobile devices, applications and network connectivity using documented processes where available and best practices where not.Create documentation as appropriate (e.g. ticket creation and maintenance, emails, process improvements, knowledge base articles) and follow-up with customers, when needed.Drive vehicles to deliver computer parts or accessories around the Lab as needed.Perform other duties, as assigned.
Basic Hiring Criteria:Must have 2 or more years Tier 2 Enterprise IT Support experienceHave an Associate's degree; or in lieu of a degree, at least 2 years of a combination of education and relevant IT-related work experience.Have the ability to troubleshoot and resolve technical problems for clients to independently resolve widely varying problems using current job knowledge and using research and external resources.Have hardware, software and networking troubleshooting experience -- hardware experience must include desktops, laptops, mobile devices and printer software experience includes Windows and Microsoft Office networking experience to include understanding TCP/IP and DNS, Active Directory and Exchange.Have strong communication skills, are highly motivated and have excellent customer services skills with the ability to interface with all levels of staff.Are willing and able to support operations and work necessary hours to complete critical work and/or troubleshooting and work in a call center environment that requires sitting for extended periods of time and troubleshoot problems over the phone during the assigned work hours.Possess a valid state-of-residence driver's license. If selected you will be subject to a motor vehicle record evaluation..
Desired Qualifications:Possess a Bachelor's degree in an IT-related field.Have 2+ years ' experience in a call center environment and using system management tools such as Symantec Ghost Solution Suite.Have software experience with Desktop remote control tools and Windows 10, Macintosh, and iOS.Possess any of the following certifications: ITIL, A+, Microsoft Certified Professional (MCP), Microsoft Certified Systems Engineer for Windows (MCSE), Apple Certified Macintosh Technician (ACMT), HDI Support Analyst.
Benefits offered to vary by the contract. Depending on your temporary assignment, benefits may include direct deposit, free career counseling services, 401(k), select paid holidays, short-term disability insurance, skills training, employee referral bonus, affordable medical coverage plan, and DailyPay (in some locations).  For a full description of benefits available to you, be sure to talk with your recruiter.