Help Desk Technician

Job Title

Help Desk Technician

Education

N / A

Location

Baltimore, MD - Baltimore, MD US (Primary)

Durham, NC 27701 US

Career Level

Experienced (Non-Manager)

Category

Information Technology

Salary Grade

Date Needed By

Job Type

Full-time

Travel

Job Description

JOB DESCRIPTION

Position Title : Help Desk Technician

Reports to : IT Project Manager - Professional Services Line of Business

Subsidiary : Leisnoi Enterprise Solutions, LLC

Location : Baltimore, MD or Durham, NC

Job Status : Regular Full -Time

Position Summary :

Call Center Environment, providing detailed call / problem documentation of reported incidents utilizing the Change, Asset and problem Reporting System (CAPRS). Problem reporting in the CAPRS is required in both real-time and emergency notifications. The candidate will function as a Customer Service Representative (CSR). The candidate identifies and reports on a wide variety of hardware, soft, mainframe access and print problem determination / escalation. All employees are considered mission critical and are expected to report even during inclement weather conditions.

Essential Functions, Responsibilities & Duties may include, but are not limited to :

• The Initial Call Intake Function, normally performed by the Customer Service Representative, provides detailed interaction / incident document of reported problems utilizing the incident management system is required for both real-time voice and virtual reported problems.
• The contractor documents and provides problem analysis and resolution on a wide variety of hardware, software, video, main frame, and network problems.
• Additionally, the contractor dispatches all vendor hardware maintenance requests, following priority levels as defined in the Standard Operating Procedures (SOP).
• Customer Service Representatives also utilize operational communications systems within the Service Center to communicate real-real-time events to management and customers as required.

The Contractor Shall :

Education :

Office Location and Travel : Durham, NC or Baltimore, MD

This job operates in a professional office environment and has a noise level of mostly low to moderate. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

This position is primarily indoors, consistent with a standard office position and has a noise level of mostly lost to moderate. The incumbent is required to stand, walk, sit, use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; talk and hear. The workload may require the incumbent to sit for extended periods of time. The incumbent must be able to read, do simple math calculations and withstand moderate amounts of stress.

The incumbent must occasionally list and / or move up to 25 pounds. Specific vision abilities required by the job include close vision, distance vision, color vision, depth perception and the ability to adjust focus.

Candidates can email their resumes to and must also apply online at Leisnoi.com.

Leisnoi is an Equal Opportunity Employer

Leisnoi considers all applicants for employment without regard to race, color, sex, national origin, religion, age, physical or mental disability, family responsibility, marital status, sexual orientation, political affiliation, veteran's status or any other legal protected status. Pursuant to The Alaska Native Claims Settlement Act 43 U.S.C. Sec. 1601 et seq., and federal contractual requirements, Leisnoi Corporation, may legally grant certain preference in employment opportunities to Leisnoi Shareholders and their Descendants. EOE / AA / M / F / D / V

# of Hires Needed

Exemption Type

Non-Exempt