Help Desk/Support Technician – Remote
Avetus Partners, a leading DC-based Information Technology company, is seeking a dedicated Help Desk/Support Technician to provide exceptional technical support to A Defense Logistics Agency SharePoint on line application and their stakeholders. This role is essential for ensuring smooth daily IT operations, troubleshooting issues, and delivering a high standard of customer service.
Key Responsibilities
- Technical Support
- Serve as the first point of contact for users seeking technical assistance via phone, email, or ticketing system.
- Diagnose and resolve hardware, software, and network issues for desktops, laptops, printers, and mobile devices.
- Escalate complex problems to higher-level support or specialized teams as needed.
- User Assistance & Training
- Guide users through step-by-step solutions and provide clear instructions for resolving technical issues.
- Assist with onboarding and offboarding processes, including account setup, device configuration, and software installation.
- Create and maintain user guides, FAQs, and documentation to support end-user self-service.
- System Maintenance & Monitoring
- Perform routine maintenance tasks such as updates, patches, and backups.
- Monitor IT systems and proactively address potential issues to minimize downtime.
- Track and manage support tickets, ensuring timely resolution and follow-up.
- Customer Service
- Deliver prompt, courteous, and effective support to all users.
- Maintain a positive, professional attitude and communicate technical information clearly to non-technical audiences.
Required Skills
- Associate’s or Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent experience).
- 1–3 years of experience in a help desk or technical support role.
- Familiarity with Windows and Mac operating systems, Microsoft 365, and common business applications.
- Basic understanding of networking concepts, printers, and mobile device management.
- Strong troubleshooting, organizational, and communication skills.
- Ability to work independently and as part of a team in a fast-paced environment.
- Customer service orientation and a proactive approach to problem-solving.
- Must be a US Citizen
Preferred Attributes
- Experience with help desk ticketing systems (e.g., ServiceNow, Zendesk, Freshdesk).
- IT certifications such as CompTIA A+, Network+, or Microsoft Certified: Modern Desktop Administrator Associate.
- Willingness to learn new technologies and adapt to changing environments.
Why Join Avetus Partners?
- Be part of a collaborative and supportive IT team in the nation’s capital.
- Gain hands-on experience with a wide range of technologies and real-world support scenarios.
- Access opportunities for professional growth, training, and certification.
- Contribute to a positive, inclusive, and innovative workplace culture.
Interested candidates should submit a resume and cover letter outlining their relevant experience and interest in the role.
Avetus Partners is an equal opportunity employer. All applicants will be considered for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status.