IT Service Desk Technician at Space… · North…

Summary: Space Dynamics Laboratory (SDL) is seeking a full-time, customer service oriented, IT Service Desk Technician to install, configure, upgrade, secure, and troubleshoot software and hardware on Windows and Linux computers. The role involves providing support to clients, managing user accounts, and troubleshooting various IT issues while adhering to security policies. Responsibilities: - Delivers friendly, accurate, and dependable support to all clients, with a focus on customer satisfaction - Follows IT security policies and best practices - Handles preliminary incident triage for phone calls, walk-ins, and ticket submission support - Installs, configures, upgrades, and secures software and hardware - Diagnoses and resolves desktop, laptop, mobile device, printer, and peripheral problems with both onsite and remote users - Manages user accounts, password changes, and ensure needs of new and departing employees are met - Troubleshoots basic network connectivity issues (Wi-Fi, VPN, LAN) - Supports IT asset management (inventory, tracking, lifecycle management) - Works with manufacturers for warranty support and managing warranty claims - Creates and updates support documentation and identifies areas of improvement - Aids, assists, and guides part-time student technicians on team - Consistently documents (in detail) all customer service interactions in ticketing system Required Qualifications: - Must be a U.S. citizen with the ability to obtain and maintain a U.S. Government security clearance - High school diploma or equivalent - Active CompTIA Security+ CE (or the ability to obtain within a maximum of 30 days after hire) - Ability and desire to continue learning new skills as system needs grow and change - Excellent, customer service-focused written and verbal communication - Must be self-motivated with a strong work ethic - Must be reliable and detail-oriented - Ability to work independently and as part of a team - Experience with troubleshooting computer hardware and software - Ability to work 40 hours per week Preferred Qualifications: - Information Technology (IT)/Information Systems (IS) or related degree - CompTIA A+ certification - CompTIA Linux+ certification - Knowledge of Linux environments such as Ubuntu Required Skills: CompTIA Security+ CE, Computer Hardware Troubleshooting, Computer Software Troubleshooting, Windows, Linux, Network Connectivity Troubleshooting, IT Security Policies, User Account Management, IT Asset Management, Procedural Documentation, Customer Service Benefits: Competitive salaries, Comprehensive benefits package