Tier 1 Help Desk Technician
ComTech Systems, Inc.
Date: 3 weeks ago
City: Gaithersburg, MD
Contract type: Full time
Benefits:
We are looking for a Tier 1 Help Desk Technician w/ Dispatch to join our growing team here in Gaithersburg, Maryland. The ideal candidate is someone who can balance both technical and soft skills while providing an exceptional customer service experience. We would like to find professionals who take pride in their career and are eager to learn and grow both technically and professionally. Must be a quick learner!
ComTech Systems is a family-owned small business located in Gaithersburg, MD. We are a full-service provider of IT solutions to SMB organizations. We have earned an outstanding reputation for quality service by maintaining a team of hardworking professionals with a focus on exceeding our customers’ expectations.
We value and reward:
To provide customized IT solutions, delivered by knowledgeable and dedicated professionals in order to increase our clients efficiency, security, and profitability.
Responsibilities:
Monday - Friday 8am-5pm (with a one-hour lunch break)
- Simple IRA Match
- Simple IRA
- Disability Insurance
- Dental insurance
- Health insurance
- Paid time off
- Profit sharing
- Vision insurance
We are looking for a Tier 1 Help Desk Technician w/ Dispatch to join our growing team here in Gaithersburg, Maryland. The ideal candidate is someone who can balance both technical and soft skills while providing an exceptional customer service experience. We would like to find professionals who take pride in their career and are eager to learn and grow both technically and professionally. Must be a quick learner!
- If you are interested in this position, please tell us one professional or personal goal on your cover letter and after submitting your resume, call Courtney at 240-778-2112
ComTech Systems is a family-owned small business located in Gaithersburg, MD. We are a full-service provider of IT solutions to SMB organizations. We have earned an outstanding reputation for quality service by maintaining a team of hardworking professionals with a focus on exceeding our customers’ expectations.
We value and reward:
- Respect: in every relationship
- Service Excellence: Doing "Whatever it Takes" to exceed expectations
- Growth and Education: Pursuit of continuous education and professional development
- Team-Oriented: Proactive and candid communication that builds teamwork and leads to positive change
- Accountability: Always following through and following up
- Innovation: Forward thinking that proactively solves customer problems
To provide customized IT solutions, delivered by knowledgeable and dedicated professionals in order to increase our clients efficiency, security, and profitability.
Responsibilities:
- Answer calls and e-mails to our service desk, and enter tickets
- Schedule new and ongoing tickets based on tech availability and service needs
- Triage new tickets to ensure proper tracking and data consistency
- Escalate requests not meeting service level timelines
- Gather necessary info (priority, contact, relative details, documentation) before assigning tickets.
- Monitor life of tickets on all service boards to ensure no idle tickets and escalate or reschedule as needed.
- Coordinate all support groups to ensure maximum utilization of all resources
- Configuring, troubleshooting, and repairing Voice and IT systems including but not limited to:
- Microsoft 365 and Azure
- VOIP
- Firewalls
- Network Switching, InterVLAN routing, and POE
- SD-WAN
- BDR Services
- Structured Cabling
- Windows Server (DHCP, DNS, File sharing, Print sharing, Active Directory, Group Policy)
- MS Office Applications
- Perform on-site visits including but not limited to the troubleshooting, installation, and training of Voice and IT systems.
- Enter tickets, notes and time in our ticketing system in real time
- Document processes and procedures as needed
- Follow procedures, suggest enhancements to procedures, and provide superior client and internal communication
- Log detailed activities, track calls/requests utilizing ticketing software maintaining problem resolution records
- Assisting colleagues as necessary
- High School or higher education
- Excellent computer skills
- Basic knowledge of terminology for computer and phone systems.
- Must be a quick learner with the ability to multi-task while staying on track.
- Strong attention to detail, accuracy and organizational skills
- Ability to meet deadlines, and manage stress effectively
- Experience working with customer support
- Dependability, flexibility and professional demeanor
- A self-motivated, engaged, team player, with a positive attitude
- Excellent communications skills
- Strong sense of discretion and confidentiality required
- Ability to stay calm when customers are stressed or upset
- CompTIA A+ and Net+ are desired but not required.
- Help Desk Experience
- Working in a small business environment
Monday - Friday 8am-5pm (with a one-hour lunch break)
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