Help Desk Technician

Education


N/A




Location


Baltimore, MD - Baltimore, MD US (Primary)


Durham, NC 27701 US






Career Level


Experienced (Non-Manager)




Category


Information Technology




Salary Grade





Date Needed By





Job Type


Full-time




Travel





Job Description


JOB DESCRIPTION







Position Title: Help Desk Technician


Reports to: Vice President – Professional Services Line of Business


Subsidiary: Leisnoi Enterprise Solutions, LLC


Location: Baltimore, MD or Durham, NC


Job Status: Regular Full -Time







Who We Are


Leisnoi Government Services (LGS) is an Alaska Native Owned Corporation (ANC) focused on providing best-in-class services to clients in the federal and private arenas and delivering value back to our Alaska Native Shareholders. LGS offers a wide-range of General Construction, Environmental Restoration and Remediation Services, Technical Services and Enterprise Solutions. Our culture teaches humility, agility, responsiveness, and endurance as a result, We Listen; Actively, We Solution; Strategically and We Execute; Exceptionally.


Position Summary:


Leisnoi Enterprise Solutions, LLC, (LES), a subsidiary of Leisnoi, Inc., is seeking a experienced Help Desk Technician who would serve as the first point of contact for end users who are experiencing technical issues and provides professional customer support while documenting and resolving incidents in the ticketing system. Performance of the contract shall primarily take place in Durham, NC or Baltimore, MD - Onsite (Not Remote)


This role functions as a Customer Service Representative (CSR) responsible for detailed incident documentation, troubleshooting, and escalation of hardware, software, network, and access issues using the incident management system. Candidates should expect to handle inbound calls and support requests throughout the workday while maintaining accurate records of all activity. All employees supporting this contract are considered mission critical and may be required to report to work during inclement weather or other operational events.


Key Responsibilities include, but are not limited to:


Incident Management & Call Intake



Serve as the first point of contact for technical support requests in a call center environment
Document all incidents and service requests in the ticketing system (ServiceNow or CAPRS)
Provide accurate and detailed documentation of reported problems for both phone and virtual support requests
Determine issue scope, impact, and priority while initiating the appropriate resolution path

Technical Support



Provide troubleshooting support for hardware, software, printer, network, and access related issues
Assist users with general inquiries and “how to” guidance related to systems and applications
Diagnose and resolve common technical issues using knowledge base documentation and diagnostic procedures
Escalate complex incidents to Level 2 support when necessary

Ticket Management



Open a service ticket for every customer interaction
Maintain accurate and timely updates to all tickets
Follow up with customers, vendors, and internal teams to ensure resolution
Close tickets only when issues are fully resolved and documented

Operational Awareness



Monitor email, messaging platforms, and alerting systems to remain aware of enterprise-wide issues
Communicate operational events or critical incidents to management as required
Dispatch vendor hardware maintenance requests following established SOP procedures

Reporting & Compliance



Assist in documenting severity incidents and operational reports as required
Follow all contract Standard Operating Procedures (SOP) and call center policies
Maintain compliance with federal service desk operational standards

Education:



The candidate must hold at least one of the following certifications: HDI Customer Service Representative, HDI Desktop Support Technician or an CompTIA A+ certification.
Candidates supporting this function shall have a minimum of one year experience service in a help desk role and experience with Windows Operating System workstation/server, Microsoft Systems Management Server (SMS), Microsoft Exchange/Outlook, client/server applications, Transmission Control Protocol Label Switching (MPLS), VoiIP, and Cisco Routers.

Clearance Requirement


Must be able to obtain and maintain a Public Trust clearance


Office Location and Travel: Durham, NC or Baltimore, MD


Candidates must reside within a reasonable commuting distance of the designated call center as this is an on-site position – not remote.


Hours


Hours vary based on shifts and location.


Salary


$21.00/hourly


Leisnoi is an Equal Opportunity Employer Leisnoi considers all applicants for employment without regard to race, color, sex, national origin, religion, age, physical or mental disability, family responsibility, marital status, sexual orientation, political affiliation, veteran's status or any other legal protected status. Pursuant to The Alaska Native Claims Settlement Act 43 U.S.C. Sec. 1601 et seq., and federal contractual requirements, Leisnoi Corporation, may legally grant certain preference in employment opportunities to Leisnoi Shareholders and their Descendants. EOE/AA/M/F/D/V






# of Hires Needed


1




Exemption Type


Non-Exempt