Senior Help Desk Technician
Gunnison Consulting Group · Washington, DC ·
- Work mode
- Hybrid
- Seniority
- Senior
- Employment
- Contract
- Category
- Support
- Experience
- 2+ years
Gunnison Consulting Group · Washington, DC ·
Description
Salary: $65,000 - $71,000/year
Work location: On-site 5 days/week, Washington, DC
The Senior Help Desk Technician provides frontline technical support, assisting customer personnel with hardware, software, and network-related issues. Ensures smooth operation of IT systems and facilitates user training on enterprise tools.
Duties and Responsibilities:
• Technical Support & Troubleshooting:
o Provide advanced technical support for end-users, resolving issues related to M365/O365 applications, Azure AD/Entra, Intune/Endpoint Manager, SharePoint, and VoIP (Poly Phones).
o Troubleshoot hardware and software issues related to both Mac and Windows laptops, iOS/Android mobile devices, and associated cloud services.
o Conduct root cause analysis to identify, resolve, and prevent recurring technical issues across multiple platforms, including network connectivity, hardware failures, and software compatibility.
• Customer Service & User Support:
o Deliver high-quality customer service, ensuring users receive timely, efficient, and professional support.
o Provide clear communication and regular updates to end-users on issue status, working to resolve user problems in a courteous and timely manner.
o Demonstrate empathy and patience, especially in complex or stressful situations.
o Conduct training sessions for users on best practices for using Microsoft Office, SharePoint, Zoom, and mobile device management systems.
• System Administration & Maintenance:
o Support and maintain the operation of cloud-based systems like M365/O365 and Azure AD, including account management, permissions, and security configurations.
o Manage mobile device configurations through Intune/Endpoint Manager and ensure compliance with security policies across all devices (Mac, Windows, mobile phones).
o Provide user access management in Azure AD and support collaboration platforms such as SharePoint, ensuring data security and collaboration.
• Documentation & Reporting
o Maintain accurate and thorough records of support tickets, troubleshooting steps, resolutions, and service requests in Zendesk.
o Produce documentation and knowledge base articles to assist in future troubleshooting and ensure knowledge continuity.
• Security & Compliance
o Support organizational cybersecurity efforts by ensuring devices, applications, and cloud services are compliant with security protocols, industry regulations, and internal policies.
o Provide guidance on security best practices, including password management, multi- factor authentication (MFA), and endpoint protection.
Requirements
Technical Skills
Troubleshooting & Root Cause Analysis
Customer Service & Communication Skills
At least one of the following technical certifications*:
Desirable Qualifications:
Clearance Requirement: Ability to obtain and maintain a Public Trust.
The salary range for this position depends upon multiple factors including location, the individual's knowledge, skills, competencies, and experience, and contract-specific budget constraints and organizational requirements.Gunnison Consulting Group's total compensation package also includes bonus and profit-sharing opportunities, depending on company and employee performance. Available employee benefits include:
Why Join Gunnison?
Equal Opportunity Employer. Must be eligible for employment in the United States. We are unable to sponsor candidates at this time.In 1994 Gunnison began serving the greater Washington, D.C. metro area, focused on tackling our customers' most ambitious technology projects. By creating a culture dedicated to enabling our customers and employees to achieve more than they ever thought they could, the company has thrived for over 25 years.