Job Description

TAD PGS, INC. Is currently seeking experienced IT Help Desk Technicians for a leading Company located in Laurel, MD.

These are Tier 2  level help desk positions.

***U.S. Citizenship Required***

**Must be able to work 100% onsite in Laurel, MD**

**Shift:  Mon - Fri 1st shift**

 **Candidate must have the ability to obtain and maintain a Secret Security Clearance.**

Please click on this link if you have any questions on how to obtain a clearance:

https://www.tadpgs.com/obtain_security_clearance

We are seeking an IT Help Desk Technician to help us support the information technology needs of the nation's leading university-affiliated research center. You will be working with engineers, scientists and business professionals that are addressing critical challenges of our nation. We are ranked as one of Computerworld's Top Places to Work in IT for the last three years and are wanting to add bright, dedicated hardworking technicians to our team.

As an IT Help Desk Technician...

• Your primary responsibility will be to provide first contact resolution for account administration, desktop, laptop, mobile devices, applications, and network connectivity problems remotely in a call center or walkup desk;
• You will create, maintain, and modify user accounts for network and business applications;
• You will research, analyze, and diagnose problems with client systems to include hardware and software, servers, peripheral equipment, and networks.
• You will solve problems using documented processes where available and best practices where not;
• You will assist teams with incident response support and be involved in the development and presentation of training sessions;
• You will provide appropriate documentation on services provided and status updates as needed.

Basic Hiring Criteria:

• Must have at least 4 years related Tier 2 Enterprise IT Technical support experience
• Possess a Bachelor 's degree or at least 4+ years of recent IT related work experience preferred
• Must have a valid driver's license
• Have the ability to troubleshoot and resolve technical problems for clients to independently resolve widely varying problems using current job knowledge and using research and external resources
• Have hardware, software and networking troubleshooting experience -- hardware experience must include desktops, laptops, mobile devices and printers software experience includes Windows and Microsoft Office networking experience to include understanding TCP/IP and DNS, Active Directory and Exchange
• Excellent communicator, are highly motivated and have excellent customer services skills with the ability to interface with all levels of staff
• Able to support operations and work necessary hours to complete critical work and/or troubleshooting and work in a call center environment that requires sitting for extended periods of time and troubleshoot problems over the phone during the assigned work hours
• Able to obtain Secret level security clearance. If selected, you will be subject to a government security clearance investigation and must meet the requirements for access to classified information. Eligibility requirements include U.S. citizenship.

Desired Qualifications:

• Possess a Bachelor's degree in an IT-related field
• Have 5+ years ' experience in a call center environment and using system management tools such as Symantec Ghost Solution Suite
• Have software experience with Desktop remote control tools and Windows 10, Macintosh, Linux, and iOS
• Possess any of the following certifications: ITIL, A+, Microsoft Certified Professional (MCP), Microsoft Certified Systems Engineer for Windows (MCSE), Apple Certified Macintosh Technician (ACMT), HDI Support Analyst.

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