Helpdesk Technician, NOC Tier 1

Job Description

Job Description

Patriot, LLC is looking for a Helpdesk Technician NOC Tier 1 to support our client's mission for the following shift Monday - Friday 7 a.m. to 3:30 p.m. 

Functional Responsibilities:

• Receive and resolve Level 1 requests via phone, e-mail and Service Now ticket system; escalate alerts to appropriate personnel.

• Provide Tier I support to resolve problems on internal and customer systems and escalate problems to Tier II/III support.

• Escalate and communicate customer issues and network related alerts to Level 2 NOC staff, management and administration as defined by policies and escalation procedures.

• Interface between customers/engineers, vendors/providers leveraging Remedy while managing network operations using various network management tools.

• Monitor network appliances/infrastructure, servers, operating systems, software applications, and hardware.

• Monitor system availability and performance tools. Work as a team member to meet or exceed service level targets.

• Demonstrate exceptional oral and written communications, including customer service skills with attention to detail; ability to multi-task efficiently; work independently and/or as a part of a team with capability to be proactive and resourceful in managing multiple priorities in a dynamic and fluid environment.

• Knowledge of Windows & Mac hardware and software products for troubleshooting efforts.

• Managing and supporting end-user devices, such as desktop systems and other peripheral equipment.

• Perform physical inventory validation as requested

• Other duties as assigned

REQUIREMENTS

1-3+ years of experience as a Help Desk Technician

Possesses a range of skills and knowledge in computer hardware and software

Extensive experience supporting Microsoft based platforms (Windows 7 or higher, Active Directory, Microsoft 365, Office Productivity Suite)

Proficient in Remote Desktop services and Active Directory management

Knowledge of Windows & Mac hardware and software products for troubleshooting efforts

Managing and supporting end-user devices, such as desktop systems and other peripheral equipment

Working knowledge of Service Now

Asset Lifecycle Mgmt./Maint.

Experience in understanding VPN and LAN/WAN network troubleshooting

Understanding of internet security and data privacy principles

Benefits

We offer our full-time employees a competitive benefits package to include health, dental, vision, 401K, life insurance, short-term and long-term disability plans, vacation time and holidays

Candidate must have excellent written and oral communication skills and a customer satisfaction attitude.  Experience with Remote support, remote support tools, and Service Now is desired.

#ZR

Patriot, LLC is committed to a drug-free workplace. As such, the Company conducts pre-employment, reasonable cause, random and contract-mandated testing in accordance with federal and state law.

Patriot, LLC is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other protected class.

To request accommodations for the application process please contact View email address on ziprecruiter.com or call View phone number on ziprecruiter.com.

About Patriot LLC:

Patriot LLC (Patriot), located in Columbia, Maryland is an established, privately held government and commercial services Contractor with dedicated employees who bring relevant, responsive and adaptive solutions to our customers.

In 2014, Patriot’s CEO Anthony Russo was recognized as a Circle of Excellence Smart CEO Finalist and was profiled in the November/December issue of SmartCEO magazine. The Circle of Excellence Awards program recognizes CEOs who have succeeded in taking an aspect of their businesses to a level most companies rarely achieve.

In 2013, we received the Baltimore Business Journal’s award for being the largest veteran owned business based in the Baltimore area. In 2012, we received the 2012 Best in Columbia for our work in the areas of Computer Integrated Systems Design.

In 2011, we received the Best of Maryland Award. Today, with multiple government and commercial Programs, our Core Competencies have evolved in several key operational, technical and program support areas.

As a value-added partner, we provide our government and commercial customers with the quality assurance, performance-based and program management credentials required for a maximum Return on Investment (ROI), and sustainable strategic advantages, for both the short and long terms.

Lastly, as a “verified” Service-Disabled Veteran Owned Small Business (SDVOSB) and a Maryland Department of Transportation (MDOT) Minority/Disadvantaged Business Entity (MBE/DBE), Patriot is committed to delivering the highest quality personnel, most innovative approaches wrapped in state-of-the-art solutions using the latest and most advanced technologies available.

As required by Executive Order 14042, government contractor employees are required to be fully vaccinated against COVID-19 regardless of the employee’s duty location or work arrangement (e.g., telework, remote work, etc.), subject to such exceptions as required by law. If selected, you will be required to be vaccinated against COVID-19 and submit documentation of proof of vaccination by November 24, 2021 or before beginning work if after November 24. Patriot will provide additional information regarding what information or documentation will be needed and how you can request a legally required exception from this requirement.

Company website:

Company address: 9520 Berger Road Suite 212 Columbia MD 21046

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