Job description

The Desktop Technician III provides Help Desk Support at the tier III level and under the direction of the IT System Analyst and Manager. As a Desktop Technician III, you will be part of a team supporting approximately 800 end users both on-site and remotely. In this role, you will work alongside other Cape Fox staff who provide system administration, human resources services, accounting, customer relations, and program management support.

Essential Functions and Responsibilities

• Serve as the first and second point of contact over the phone, in person or email for assistance with telecom, desktop, software including enterprise cloud-based applications and facilities.
• Create, update, and close detailed help desk tickets related to desktop support, telecom and/or facilities requests. Follow-up on unresolved tickets to ensure timely and accurate resolution.
• Escalate to IT Systems Analyst and/or management difficult or complex tickets as needed.
• Follow up on un-resolved tickets timely, accurately and within Cape Fox procedures and protocols.

Education and/or Experience

• Associates degree in Information Technology Computer Science or equivalent.
• 2 to 4 Years’ IT Experience in a corporate environment.

Qualifications and Requirements

• Ability to work under deadline pressures, handle stress and deliver professional results.
• Long hours and weekends may be required to meet deliverables. Overtime is often required.
• Strong oral communication skills, organizational skills, and attention to detail required.
• Experience supporting other Tech/Non-Tech customers.
• Experience supporting and maintaining user account information including rights, security and systems groups.
• Experience with Microsoft Azure, Office 365 including Outlook, Word, Project, Teams, OneNote, and Excel.
• Proven user-centric Windows or IT help-desk experience supporting domain-joined Windows and MAC OS devices in an enterprise network environment (PC and Mac experience is preferred).
• Ability to troubleshoot, test, repair, and service technical equipment.
• Familiarity with any ticketing system.
• Familiarity with system maintenance and monitoring tools.
• Intermediate skills with Adobe Acrobat.
• Working knowledge of images and imaging desktops and laptops.
• Working knowledge of Active Directory, Bit Locker Encryption, Group policies, and networking.
• Experience performing to SLAs.
• Working knowledge of supporting and installing VPN for remote access.
• Experience with supporting mobile devices.
• Experience diagnosing and troubleshooting server and network issues.
• Some travel is required. Must have reliable transportation for offsite service requirements.
• Ability to successfully pass random drug-screening.
• Must have authorization to work in the United States as defined by the Immigration Reform Act of 1986.

#HP

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Tuition reimbursement
• Vision insurance

Experience level:

• 2 years

Schedule:

• Monday to Friday

Ability to commute/relocate:

• Manassas, VA 20109: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Help desk: 2 years (Required)

Work Location: Hybrid remote in Manassas, VA 20109

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