Helpdesk Technician

At CODEplus, we are more than just a technology company—we are a team of innovators, problem-solvers, and industry leaders dedicated to delivering cutting-edge solutions. With 30 years of success in government and commercial sectors, we have built a reputation for excellence, reliability, and long-term partnerships. We are currently seeking a Tier 1 Helpdesk Technician for our Helpdesk in Washington, DC.

As a trusted and growing organization, we offer stability, competitive compensation, and exciting career growth opportunities. 

Key Responsibilities:

• Serve as the first point of contact for end-users, logging incidents, and service requests promptly and accurately.
• Diagnose, troubleshoot, and resolve end-user problems related to hardware, software, mobile devices, audiovisual equipment, and video teleconference systems.
• Document incidents, solutions, and service requests in detail, ensuring accurate records for future reference.
• Provide technical support for mobile devices, including smartphones and tablets, ensuring seamless integration, and troubleshooting issues related to connectivity and applications.
• Support audiovisual and video teleconference equipment, configuring, troubleshooting, and maintaining systems to ensure optimal functionality during meetings and presentations.
• Assist in technical refresh projects, deploying new laptop hardware, performing operating system upgrades, and installing specialized software as per organizational requirements.
• Collaborate with IT teams to ensure smooth transitions during hardware and software upgrades, minimizing downtime and user disruption.

Qualifications

• Proven (2 years) experience in a service desk or technical support role, with expertise in incident management and problem resolution.
• Strong knowledge of mobile devices, operating systems, audiovisual equipment, and video teleconference systems.
• Experience in ServiceNow ticketing system
• Familiarity with technical refresh processes, including hardware deployment and software installations.
• Excellent communication skills, both written and verbal, with a focus on providing exceptional customer service.
• Ability to work efficiently under pressure, prioritize tasks, and meet deadlines.
• Relevant certifications such as ITIL, CompTIA A+, or HDI Support Center Analyst, are a plus.

Location            

Washington DC, Navy Yards metro Area