Help Desk Support Technician

Dynamic Solutions Technology, LLC, is a premier strategic services firm that meets IT and Service needs for commercial and government clients. We are is seeking a full-time Help Desk Technician to support government agency based in Bethesda, MD.Responsibilities: Responsible for providing first-tier support, consisting of technical and problem resolution support and consistently deliver superior support that results in positive customer experiences in a mission-driven organizationTechnicians will troubleshoot and resolve issues with laptop PCs, portable monitors, portable printers, portable scanners, laptop docking stations, desktop PCs, PC projectors, color LaserJet printers, personal LaserJet printers, flatbed scanners, Canon high-speed scanning fax machines, government provided mobile devicesAccept user support tickets that come into the Help Desk via telephone, email or IT Support TicketEnsure compliance with all gov't policies, procedures and timelines for ticket escalation and resolutionAssist end users and troubleshoot issues, ask probing questions, listen, and record data, capture details and actions performed in all customer ticketsResolve issues using the knowledgebase, escalate tickets immediately to appropriate support teams by assigning proper ticket priority and verifying customer names, contact information, location, issue, device impacted, error codes, and attaching screen shotsProvide customer follow up support for open, outstanding support requests and strive for a timely resolutionProvides enhanced desktop and user support service to VIP customersContributes knowledge and updated information to maintain the Desktop Support Standard Operating Procedures (SOPs) and Training manuals for supportFollows an ITIL process to resolve incidents from beginning to end and has a very mature customer service outlook.Qualifications Requirements:High School Diploma or GEDCompTIA Security + w/CE 3 to 4 years of relevant experienceSecret level security clearance is requiredPreferred Qualifications and Skills:One or more of the following industry certifications is highly desired. •Help Desk Institute (HDI) •CompTIA A •CompTIA Network •CompTIA Security •MCSA: Windows 10/11•MCSE: Desktop Infrastructure •MCDST: Microsoft Certified Desktop Support Technician Have knowledge of commercial off-the-shelf (COTS) applications (such as Adobe Acrobat and the Microsoft Office suite), and networking.Experience working in help desk ticketing platforms, type and document notes in real-time while engaged with the customer on the phoneITSM tools with experience in processes for Service Requests, Incidents, Change and Problem ManagementAbility to work independently and as a team memberAbility to complete concurrent tasksAbility to learn and apply technical concepts to assigned duties.Excellent oral and written skills.Excellent critical thinking skills. Proficient in Microsoft applications such as Word, Excel, PowerPoint, and Outlook.