Help Desk Technician

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.

Created: 2025-01-15