Role overview
Help Desk Technician
This Help Desk Technician position provides remote technical support for end users across Microsoft Windows environments, Active Directory, cloud applications, ERP systems, voice and data networks, and server infrastructure. The role focuses on troubleshooting complex technical issues, supporting enterprise applications, maintaining user accounts, delivering end-user training, and providing second-level support for Active Directory, client IT services, and telecommunications. This position also works closely with internal support teams, vendors, civilian customers, and Federal employees to ensure reliable IT operations and timely issue resolution.
Core Responsibilities
- Administer Microsoft Windows Server environments, including Active Directory.
- Troubleshoot and resolve technical issues related to application deployments, server infrastructure, and enterprise systems.
- Manage and prioritize support requests using the ServiceNow ticketing platform.
- Provide second-level support for Active Directory Services, client IT infrastructure, and telecommunications systems.
- Support USDA business website applications and related services.
- Diagnose technical issues affecting web-based applications used by civilian customers and Federal employees.
- Perform user account administration, archive inactive credentials, and monitor authentication systems for suspicious login activity.
- Troubleshoot, maintain, and optimize software applications across supported environments.
- Install, configure, and maintain desktop software while resolving help desk issues efficiently.
- Provide training to end users on new or updated software, web-based systems, and business applications to improve user knowledge and reduce recurring issues.
- Coordinate with internal support teams and external vendors to resolve technical problems when necessary.
Candidate Profile
Required Experience & Skills
- High school diploma and at least three years of relevant professional experience.
- Minimum two years of hands-on IT customer support experience troubleshooting Microsoft Windows environments.
- Experience providing Help Desk support.
- Experience administering and troubleshooting Microsoft Windows Active Directory, including Group Policy and Group Policy Preferences.
- Ability to troubleshoot, test, and analyze Windows infrastructure issues.
- Experience installing and maintaining desktop software.
- Experience performing user account administration and monitoring authentication systems.
- Strong analytical, troubleshooting, and problem-solving skills.
- Excellent written and verbal communication skills for working with customers, stakeholders, and process owners.
- U.S. citizenship or lawful permanent resident (Green Card) status.
- Ability to successfully complete a Federal Background Investigation.
Preferred Qualifications
- Experience supporting Linux servers.
- ITIL v4 certification or equivalent knowledge.
- Experience creating SQL scripts.
Work & Pay Details
Location:United States
Workplace: Fully Remote
Employment Type: Full-Time
Schedule: Regular working hours are 9:00 AM to 5:00 PM CST. Initial training is conducted during standard business hours from 10:00 AM to 6:30 PM CST for the first several weeks.
Travel: None
Security Requirement: Ability to obtain a Public Trust clearance.
Compensation: $31,000-$51,000 annually. Starting compensation is determined by experience, skills, certifications, security clearances, and business needs.
Benefits
- Medical, prescription, dental, and vision insurance.
- Paid holidays and personal/family sick leave.
- Parental leave.
- 401(k) retirement plan.
- Group life insurance and travel assistance.
- Voluntary life and AD&D insurance.
- Health Savings Account (HSA) and Flexible Spending Accounts (FSA).
- Transit and parking commuter benefits.
- Short-term and long-term disability coverage.
- Tuition reimbursement, professional development, certification, and learning opportunities.
- Employee referral program.
- Corporate-sponsored events and community outreach opportunities.
- Annual Care.com membership.
- Employee Assistance Program.
- Supplemental benefits including critical illness, hospital indemnity, accident insurance, legal assistance, and identity theft protection.
- Potential eligibility for a discretionary variable incentive bonus.