We are looking for a Tier 2 Help Desk Technician to join our growing team here in Gaithersburg, Maryland. The ideal candidate is someone who can balance both technical and soft skills while providing an exceptional customer service experience. A crucial part of the job is understanding the unique needs of each client, understanding the urgency and priority of each request, and reacting accordingly. We are looking to find a professional who takes pride in their career and is eager to learn and grow both technically and professionally. Applicants must have 2+ years of Help Desk experience and CompTIA A+ and Net+ certified.

This position requires on-site presence, 5 days/week.

On your cover letter, tell us what your favorite color is.

About Us:

ComTech Systems is a family-owned small business located in Gaithersburg, MD. We are a full-service provider of IT solutions to SMB organizations. We have earned an outstanding reputation for quality service by maintaining a team of hardworking professionals with a focus on exceeding our customers’ expectations.

We value and reward:

• Respect in every relationship
• Doing "Whatever it Takes" to exceed expectations
• Pursuit of continuous education and professional development
• Proactive and candid communication that builds teamwork and leads to positive change
• Innovation, risk taking and creativity
• Forward thinking that proactively solves customer problems

Our Mission:

To provide customized IT solutions, delivered by knowledgeable and dedicated professionals in order to increase our clients efficiency, security, and profitability.

Responsibilities:

• Answer calls and e-mails to our service desk, and enter tickets
• Coordinate all support groups to ensure maximum utilization of all resources
• Configuring, Installing, and troubleshooting, Voice and IT systems including but not limited to:
  • Microsoft 365 and Azure
  • VOIP
  • Firewall Configuration and Security services
  • Network Switching, InterVLAN routing, and POE
  • SD-WAN
  • BDR Services
  • Windows Server (DHCP, DNS, File sharing, Print sharing, Active Directory, Group Policy)
  • EDR and MFA applications
  • MS Office Applications
  • Structured Cabling
• On-site visits as needed, including but not limited to the troubleshooting, installation, and training of Voice and IT systems.
• Resolve escalated tickets from Tier 1 Techs remotely and with Onsite Customer Visits
• Responsible for entering tickets, notes and time in our ticketing system in real time
• Assist and mentor Tier 1 technicians
• Document processes and procedures as needed
• Follow procedures, suggest enhancements to procedures, and provide superior client and internal communication
• Assisting colleagues in different departments as necessary

Requirements:

• High School or higher education
• 2+ years as help desk technician
• CompTIA A+ and Net+ certified
• Advanced understanding of network troubleshooting
• Must be a quick learner with the ability to multi-task while staying on track.
• Strong attention to detail, accuracy and organizational skills
• Ability to meet deadlines, and manage stress effectively
• Experience working with customer support
• Dependability, flexibility and professional demeanor
• A self-motivated, engaged, team player, with a positive attitude
• Excellent communications skills
• Strong sense of discretion and confidentiality required
• Ability to stay calm when customers are stressed or upset

Bonus Points:

• Working in a small business environment
• College Degree Preferred
• Microsoft Associate level Certifications or Higher
• Cisco or Equivalent Networking Certifications
• Industry Leading SMB Firewall Certifications (Watchguard, Fortinet, Sonicwall)
• Knowledge of Connectwise Manage

Working Hours:

Monday - Friday 8am-5pm (with a one-hour lunch break)

Afterhours On-Call rotation

Perks:

• Medical, Dental, Vision, Disability, IRA Match, Industry Certifications