IT Help Desk Tier 1-2 - Remote

Text code ITHD to 202-915-6712 to apply!

Since 2009, MindPoint Group has been the cybersecurity firm of choice for the most security-conscious US federal agencies and commercial enterprises.

We're proud to be one of Inc. 5000's fastest-growing companies in the country. With several 'Best Places to Work' awards under our belts, we have a diverse employee-focused culture, accessibility, and communication between all levels and departments, and over 4 stars in reviews on Glassdoor.

Come be a part of what we're building. We use our award-winning recruitment process to seek the most skilled, experienced, and driven information security consulting experts in the industry, while simultaneously empowering applicants to determine if MindPoint Group is the right fit for them. We are profoundly invested in selecting the right people to join our team and are equally driven to expand and develop careers long-term.

With positions throughout the US, a role at MindPoint Group promises you:

• An opportunity to work within one of the most diverse DC-based organizations
• Generous tuition and professional development reimbursements
• Mentorship opportunities with leaders focused on your growth
• Competitive benefits like 401k matching, 11 federal holidays, etc.
• And more!

Job Description

What you get to do every day:

• Provide remote end-user tech support via help desk channels
• Troubleshoot technical issues in a remote environment
• User account management (for example, account creation, assigning permissions, or password resets)
• Diligently work trouble tickets to resolution
• Escalate tickets that cannot be resolved in a timely manner
• Identify potential major incidents and problems and highlight them to management
• Update users on the status of their tickets
• Provide proactive maintenance on client devices as appropriate, for example, ensuring security patches are installed, and corporate applications are up to date
• Assist higher tiers with projects or testing new features
• Create/update documentation

Skills:

• Troubleshooting and technical support experience.
• Customer service.
• Empathy and being able to relate to the end-user.
• Listening.
• Strong written and verbal communication skills.
• Teamwork.
• Ability to learn new systems.
• Ability to work in a high paced environment.
• Strong time management skills and can work independently.
• Remote troubleshooting methodologies.

Qualifications

*US Citizenship Required*

What skills are required?

• Bachelor's degree in information systems or related field or equivalent work experience.
• Minimum of three (3) years Help Desk experience
• Experience with Microsoft 365 ecosystem
• Experience with Microsoft Entra ID
• Experience with ticketing systems
• Occasional travel to shipping partners

What is ideal?

• CompTIA A+ Certified highly desired
• Basic understanding of scripting and automation.
• Experience with cloud platforms like Azure and AWS.

Additional Information

• All your information will be kept confidential according to EEO guidelines.
• Compensation is unique to each candidate and relative to the skills and experience they bring to the position. The salary range for this position is typically $50k - $70k. This does not guarantee a specific salary as compensation is based upon multiple factors such as education, experience, certifications, and other requirements, and may fall outside of the above-stated range.
• Highlights of our benefits include Health/Dental/Vision, 401(k) match, Flexible Time Off, STD/LTD/Life Insurance, Referral Bonuses, professional development reimbursement, maternity/paternity leave, mobile phone stipend, pre-tax commuter benefits, the opportunity to participate in our mentorship program, and more!
• MindPoint is committed to maintaining a diverse environment. All qualified applicants will receive consideration for employment without regard to sex, race, ethnicity, age, national origin, citizenship, religion, physical or mental disability, medical condition, genetic information, pregnancy, family structure, marital status, ancestry, domestic partner status, sexual orientation, gender identity or expression, veteran or military status, or any other basis prohibited by law.

Job applicants that are interested in one of our openings and may require a reasonable accommodation to participate in the job application or interview process, should contact us to request an accommodation.

Are you interested in a posted job opportunity but may not check all of the "boxes" for desired qualifications? If so, we encourage you to apply! Our commitment to sustain and champion an inclusive and dynamic community of employees is a high priority!

Text code ITHD to 202-915-6712 to apply!