Helpdesk Technician - 557110

Overview:

Delaware Nation Industries is proud to support the Air Force Research Laboratory (AFRL) in their mission by providing IT support services. We are currently seeking a Helpdesk Technician to offer technical assistance and support related to computer systems, hardware, and software used by end-users.

Responsibilities:

• Provide prompt technical support and assistance to users experiencing software, hardware, and networking issues.
• Respond to helpdesk calls, emails, and support tickets in a timely manner.
• Troubleshoot and resolve technical issues related to Windows desktop environments, printers, and peripherals.
• Assist users in setting up and configuring new technology, including software installations and upgrades.
• Document and manage support requests using the ticketing system.
• Maintain a customer-centric approach while addressing technical problems.
• Provide user training and guidance as necessary.
• Monitor and report on service level agreement (SLA) metrics for response and resolution times.

• 2+ years of technical support experience in a helpdesk or desktop support role.
• Familiarity with Windows operating systems and common business applications.
• Excellent problem-solving skills and the ability to troubleshoot hardware and software issues.
• Strong interpersonal and communication skills.
• Experience with ticketing systems and customer support practices.
• Knowledge of networking concepts and troubleshooting methods.
• IT certifications such as CompTIA A+, Security+, or equivalent are a plus.

Benefits Include:

• Covers 100% of employee benefit premiums, including Medical (PPO or HDHP Option), Vision, Dental
• Matching 401K
• Short- and Long-Term Disability
• Pet Insurance
• Professional Development/Education Reimbursement
• Parking and Transit Benefits for NY, NJ, ATL, and DC Metro areas

Other Duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.