Help Desk Technician

Position:
Help Desk Technician II

Company:
Aretum

Location:
United States, Arlington, Virginia

Employment type:
Full time

Work Arrangement:
Contingent On-site

Short Summary:
The Help Desk Technician II provides advanced technical troubleshooting and deskside support for escalated incidents from Tier 1, focusing on resolving complex issues and ensuring efficient resolution of end-user IT challenges.

Responsibilities:
- Serve as the primary escalation point for Tier 1 support for complex technical incidents and service requests.
- Perform in-depth troubleshooting of hardware, software, VPN, and network connectivity issues.
- Conduct advanced diagnostics, log analysis, and configuration reviews.
- Provide in-person technical support, including hardware deployment, break-fix repairs, and tech refresh activities.
- Maintain open communication with users and IT teams, ensuring accurate ticket documentation in ServiceNow.
- Support and train Tier 1 technicians by sharing knowledge and assisting with difficult or recurring issues.
- Participate in major incident response activities, providing timely updates and technical expertise.
- Support VIP and executive-level users, ensuring prompt and discreet issue resolution.
- Adhere to established change, incident, and problem management procedures.

Requirement:
- 3 years of applicable experience.
- High School Diploma/GED.
- Strong diagnostic and analytical skills for desktop, laptop, and network troubleshooting.
- Familiarity with system imaging, configuration management, and hardware replacement procedures.
- Proficiency in ITSM and remote support tools (ServiceNow, SCCM, Remote Desktop, etc.).
- Strong interpersonal skills for working in both contact center and in-person environments.

Benefits:
- Health Care Plan (Medical, Dental & Vision)
- Retirement Plan (401k)
- Life Insurance (Basic, Voluntary & AD&D)
- Paid Time Off
- Family Leave (Maternity, Paternity)
- Short Term & Long-Term Disability
- Training & Development