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IT Helpdesk

Lanham, Maryland · Information Technology

Are you interested in computer technology? Are you excited by the opportunity to provide fast, accurate and appropriate technical assistance on computer systems for a variety of customers? Do you thrive on investigating and resolving software and hardware problems of computer users?

Essential Duties and Responsibilities
• Serve as the first contact with customers who need technical assistance via the phone or email
• Perform troubleshooting using different diagnostic techniques
• Troubleshoot, diagnose, and resolve technical hardware and/or software issues
• Provide quick resolution and excellent customer service
• Redirect unresolved issues to the next level of support personnel
• Provide needed information on IT products or services
• Keep record of problems and their resolution
• Follow-up with customers
• Provide feedback on processes and make recommendations on areas to improve
• Maintain technical documentation and service catalog on installation of software, configuration of hardware and problem troubleshooting
• Suggest improvements on procedures
• Provide after-hours, on call technical service, as assigned
• Up to 50 % travel may be required throughout the DMV region. Must have a valid Driver's License and reliable transportation
• Perform other duties/projects as assigned

Skills to be Successful
• Problem Solving 
• Technical Skills
• Customer Service 
• Interpersonal Skills
• Remarkable oral and written communication 
• Teamwork
• Ethics 
• Organizational Support
• Motivation
• Professionalism
• Adaptability
• Attendance/Punctuality
• Dependability
• Initiative 


  • High school diploma or equivalent (GED); college degree preferred
  • 1 to 2 years related experience and/or training or equivalent combination of education and experience.

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