Close Support Technician

Harmonia Holdings Group LLC
medical insurance, life insurance, vision insurance, parental leave, paid time off, paid holidays, 401(k)
United States, Virginia, McLean
8180 Greensboro Drive (Show on map)
Jan 03, 2025
Harmonia Holdings Group, LLC is an award-winning, rapidly growing federal government contractor committed to providing innovative, high-performing solutions to our government clients and focused on fostering a workplace that encourages growth, initiative, creativity, and employee satisfaction. The Corporate Help Desk / Close Support Technician is responsible for delivering comprehensive technical assistance and support to corporate staff and end-users within the organization. This role involves troubleshooting, problem-solving, and providing solutions for software, hardware, and network-related issues. The technician will work both remotely and on-site to ensure end-user productivity and a seamless IT experience.(This is a part time position) Key Responsibilities: Technical Support and Troubleshooting: Provide first-line support by troubleshooting and resolving technical issues related to hardware, software, and network connectivity. Handle requests via phone, email, and ticketing system, ensuring timely resolution and user satisfaction. Escalate complex issues to higher-level IT staff or specialized teams as needed. Software and Hardware Maintenance: Install, configure, and update software applications on desktops, laptops, and mobile devices. Perform hardware diagnostics, repair, and replacement as necessary, including setting up new hardware and decommissioning old hardware. Collaborate with asset management teams to track hardware and software inventory. User Training and Documentation: Educate end-users on best practices and use of standard applications, email, and collaborative tools. Create and update support documentation, FAQs, and knowledge base articles to aid both users and IT team members. Conduct periodic refresher training sessions for corporate staff. Close Support for Executives and VIPs: Provide tailored, high-priority support to executive staff and VIPs, ensuring swift response and discreet handling of issues. Conduct proactive checks and preventive maintenance for executive devices and meeting room technology. System Monitoring and Proactive Problem Resolution: Monitor IT systems for performance and reliability, proactively identifying potential issues and addressing them before they affect end-users. Assist in implementing software patches, updates, and security measures. Collaboration with IT and Security Teams: Work closely with network administrators, systems engineers, and security teams to address IT needs and enforce policies. Participate in IT projects, such as new software rollouts, office moves, or system upgrades, as assigned. Required Skills and Qualifications: Education and Experience: Associate's or Bachelor's degree in Information Technology, Computer Science, or related field (or equivalent experience). 2+ years of experience in a help desk, technical support, or desktop support role. Technical Proficiency: Strong knowledge of Windows and macOS operating systems. Proficiency in Office 365, VPN, remote desktop tools, and common enterprise applications. Familiarity with network fundamentals, including LAN, Wi-Fi, and VPN configurations. Customer Service Skills: Excellent interpersonal and communication skills with a focus on empathy, patience, and professionalism. Ability to handle high-pressure situations calmly and efficiently, particularly for high-level executives and VIPs. Problem-Solving and Adaptability: Strong analytical skills to diagnose and resolve complex technical issues. Flexibility to work on-site or remotely as needed, including occasional after-hours support. Preferred Qualifications: Certifications like CompTIA A+, Microsoft Certified: Modern Desktop Administrator, or similar. Experience with service desk or ticketing systems (e.g., ServiceNow, Jira). Basic scripting knowledge for automation of routine tasks. This role requires a balance of technical expertise, strong communication skills, and a commitment to providing excellent support to internal users across various levels in the organization. ___________________________________________________________________________________________________________ Here at Harmonia we are pleased to have been repeatedly recognized for our outstanding work culture, the innovative work we do, and the employees on our team who make a difference each day. Some of these recognitions include: Recognized as a Top 20 "Best Place to Work in Virginia" Recipient of Department of Labor's HireVets Gold Medallion Great Place to Work Certification for five years running A Virginia Chamber of Commerce Fantastic 50 company A Northern Virginia Technology Council Tech 100 company Inc. 5000 list of fastest growing companies for eleven years Two-time SBA SBIR Tibbett's Award winner Virginia Values Veterans (V3) Certification We recognize that every bit of our success is the result of our teams of hard-working, motivated, and innovative professionals who are proud to call themselves part of the Harmonia family! In addition to competitive compensation, a family-focused culture, and a dynamic, productive work environment, we offer all full-time employees a variety of benefits including, but not limited to Traditional and HSA- eligible medical insurance plans w/ Wellness Incentives for employees and family 100% employer-paid dental and vision insurance options 100% employer-sponsored STD, LTD, and life insurance Veterans Cohort Gym membership reimbursement 401(k) matching Dollar-for-dollar 501(c)(3) donation matching Flexible-schedules and teleworking options Paid holidays and Flexible Paid Time Off Adoption Expense Reimbursement Paid Parental Leave Professional development and career growth opportunities and paid training days Employer-sponsored Employee Assistance Program for employee and family Team and company-wide events, recognition, and appreciation-- and so much more! Check out ourLinkedIn,Facebook, andInstagramto find out a little more about who we are and if we are the right next step for your career! Harmonia is an Equal Opportunity Employer providing equal employment opportunity to all employees and applicants for employment without regard to race, color, religion, national origin, age, gender, gender identity, sexual orientation, disability, or genetics.Harmonia does and will take affirmative action to employ and advance in employment individuals with disabilities and protected veterans.To perform the above job successfully, an individual must possess the knowledge, skills, and abilities listed; meet the education and work experience required; and must be able to perform each essential duty and responsibility satisfactorily. Other duties in addition to those listed may be assigned as necessary to meet business needs. Reasonable accommodation will be made to enable an applicant with a disability to successfully apply for and/or perform the essential duties of the job. If you are in need of an accommodation, please contactHR@harmonia.com.