Help Desk Technician - Harmonia Holdings Group, LLC : Job Details

Harmonia Holdings Group, LLC is an award-winning, rapidly growing federal government contractor committed to providing innovative, high-performing solutions to our government clients and focused on fostering a workplace that encourages growth, initiative, creativity, and employee satisfaction.

The Corporate Help Desk / Close Support Technician is responsible for delivering comprehensive technical assistance and support to corporate staff and end-users within the organization. This role involves troubleshooting, problem-solving, and providing solutions for software, hardware, and network-related issues. The technician will work both remotely and on-site to ensure end-user productivity and a seamless IT experience. (This is a part time position)

Key Responsibilities:

Technical Support and Troubleshooting:

• Provide first-line support by troubleshooting and resolving technical issues related to hardware, software, and network connectivity.
• Handle requests via phone, email, and ticketing system, ensuring timely resolution and user satisfaction.
• Escalate complex issues to higher-level IT staff or specialized teams as needed.

Software and Hardware Maintenance:

• Install, configure, and update software applications on desktops, laptops, and mobile devices.
• Perform hardware diagnostics, repair, and replacement as necessary, including setting up new hardware and decommissioning old hardware.
• Collaborate with asset management teams to track hardware and software inventory.

User Training and Documentation:

• Educate end-users on best practices and use of standard applications, email, and collaborative tools.
• Create and update support documentation, FAQs, and knowledge base articles to aid both users and IT team members.
• Conduct periodic refresher training sessions for corporate staff.

Close Support for Executives and VIPs:

• Provide tailored, high-priority support to executive staff and VIPs, ensuring swift response and discreet handling of issues.
• Conduct proactive checks and preventive maintenance for executive devices and meeting room technology.

System Monitoring and Proactive Problem Resolution:

• Monitor IT systems for performance and reliability, proactively identifying potential issues and addressing them before they affect end-users.
• Assist in implementing software patches, updates, and security measures.

Collaboration with IT and Security Teams:

• Work closely with network administrators, systems engineers, and security teams to address IT needs and enforce policies.
• Participate in IT projects, such as new software rollouts, office moves, or system upgrades, as assigned.

Required Skills and Qualifications:

Education and Experience:

• Associate's or Bachelor's degree in Information Technology, Computer Science, or related field (or equivalent experience).
• 2+ years of experience in a help desk, technical support, or desktop support role.

Technical Proficiency:

• Strong knowledge of Windows and macOS operating systems.
• Proficiency in Office 365, VPN, remote desktop tools, and common enterprise applications.
• Familiarity with network fundamentals, including LAN, Wi-Fi, and VPN configurations.
• Customer Service Skills:
• Excellent interpersonal and communication skills with a focus on empathy, patience, and professionalism.
• Ability to handle high-pressure situations calmly and efficiently, particularly for high-level executives and VIPs.

Problem-Solving and Adaptability:

• Strong analytical skills to diagnose and resolve complex technical issues.
• Flexibility to work on-site or remotely as needed, including occasional after-hours support.

Preferred Qualifications:

• Certifications like CompTIA A+, Microsoft Certified: Modern Desktop Administrator, or similar.
• Experience with service desk or ticketing systems (e.g., ServiceNow, Jira).
• Basic scripting knowledge for automation of routine tasks.

This role requires a balance of technical expertise, strong communication skills, and a commitment to providing excellent support to internal users across various levels in the organization.