Help Desk Support Technician

TECHNOGEN, Inc. is a Proven Leader in providing full IT Services, Software Development and Solutions for 15 years. TECHNOGEN is a Small & Woman Owned Minority Business with GSA Advantage Certification. We have offices in VA; MD & Offshore development centers in India. We have successfully executed 100+ projects for clients ranging from small business and non-profits to Fortune 50 companies and federal, state and local agencies. Position: Helpdesk Technician Location: Baltimore, MD(remote work until further notice) Duration: 12 monthsJob Description Hours and Location

• Work location will be remote work until further notice.
• Training is held on-site for one to two weeks.
• Work hours will be determined during hire but will be 7.5 hours per day, between the hours of 7:00 AM and 4:15 PM.
• Workdays are M-F. No holiday pay or school closing pay will be paid.
• Start date could be as soon as 6/30/25 or once the applicant can provide a fingerprint card.

Interview Interviews will be held via Microsoft Teams (virtual) If selected, information regarding background checks and fingerprinting will be provided. Once Selected

• All candidates must present a fingerprint card indicating they passed their background check.
• Travel is not typically a part of this position’s duties.
• Duration of the assignment is a minimum of 6 months but could be indefinite.

Responsibilities

• Communicates with all levels of customers
• Installs and configures applications and other supported software packages
• Performs basic troubleshooting and triage of computers via remote computer access and phone
• Resolves routine issues and problems related to hardware and software
• Creates tickets for all problems called into the Technology Helpdesk
• Quickly escalates issues and problems that are not resolvable as necessary
• Assists clients with resolving device related issues via telephone support
• Helps determine technical needs of supported systems
• Participates as team member on projects
• Records activities in the service desk software system
• Updates/Creates internal supported system documentation
• Communicate technical issues, risks, and approaches to clients
• Performs other duties as assigned

Required Skills

• Possession of a high school diploma or an appropriate equivalent, plus one year of experience in an inbound call center environment
• Two years installing, configuring, maintaining, and trouble-shooting personal computers and related equipment, operating systems, and software applications,
• preferably in a large, multi-site agency.
• Experience with remote troubleshooting preferred
• Possession of a valid class C Maryland driver's license or an equivalent is required.

Desired Skills

• Possession of A+ (Remote Technician) and Network+ certification is preferred
• Knowledge of computer operations and support
• Skill in installing, configuring, maintaining, and trouble-shooting personal computers and related equipment
• Skill in installing, configuring, maintaining, and trouble-shooting operating systems, software applications, and cabling components
• Skill in providing technical assistance, guidance, and training to users of varying levels of skills and abilities
• Skill in establishing and maintaining effective working relationships
• Skill in effectively prioritizing assignments and tasks
• Skill in communicating clearly and effectively
• Ability to provide consistent quality customer service
• Ability to deescalate customers
• Ability to maintain confidential information

Best Regards, Ashok Kumar Sr. Talent Acquisition Specialist Email: ashok.c@technogeninc.com Web: www.technogeninc.com 4229 Lafayette Center Dr, Suite 1880, Chantilly, VA 20151