Helpdesk Technician

About Cogent Infotech
At Cogent Infotech, we believe in creating opportunities that empower individuals and transform organizations. With over 23 years of excellence in consulting and talent solutions, we pride ourselves on building inclusive workplaces and driving innovation in everything we do. Our diverse teams bring unique perspectives to help deliver cutting-edge solutions to global clients across both public and private sectors.

The Desktop Support Technician is responsible for installing, deploying, upgrading, troubleshooting, and repairing Dell, Apple, and Chromebook devices, along with associated peripherals and network equipment. This role provides hands-on technical support, performs system imaging and configuration, resolves hardware and software issues, and maintains optimal system performance. The technician manages service requests through a ticketing system, ensures timely resolution in accordance with service level agreements, and delivers exceptional customer service while supporting end users. The position requires strong troubleshooting skills, knowledge of computer and networking fundamentals, the ability to prioritize multiple tasks, and effective communication with staff and administrators in a fast-paced environment.

Job Description:
Upgrade/repair/deploy Dell, Apple, Chrome devices and associated computer peripherals
Installing, re-imaging, configuring, and deploying systems
Communicate in a positive and effective manner with staff, administration and co-workers
Maintains a working knowledge of current technology and trends as they relate to the HOPSS.
Maintains all work tools, workspace, equipment and vehicles in a professional manner.
Interacts with staff to resolve issues and maintain optimal system performance.
Utilize the service order ticketing system to ensure customer requests are addressed in accordance with the documented Technology Department service level agreements
Perform other duties as assigned

Education and Required Skills:
High school diploma or GED equivalent.
One year of work experience supporting, installing, troubleshooting, testing, diagnosing, repairing, and replacing computer equipment, network equipment and peripheral equipment.
Ability to perform work requiring climbing, walking, sitting, squatting and/or physical exertion
Ability to lift heavy loads of 40 lbs. or more.
Knowledge of associated equipment used to test and repair computer equipment, network jacks and systems.
Knowledge of the basic and applied principles of computer and network theory.
Knowledge and ability of troubleshooting capabilities for all aspects of technical support.
Knowledge and demonstrated ability to plan, organize, prioritize, and manage service orders.
Excellent interpersonal and oral communication skills.
Excellent customer service experience.
Valid Maryland Class C driver''s license and good driving record (2 or less points on the record)

Cogent Infotech is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment where everyone feels welcome and valued. We encourage applications from individuals of all backgrounds, identities, abilities, and experiences. If you’re excited about this role but don’t meet every requirement, we still encourage you to apply
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