Helpdesk Technician

Job Title: Tier 1 Helpdesk Technician
Company: Conscious Networks
Location: Washington, DC
Job Type: Full-Time

About the Role

Conscious Networks is seeking a dedicated and proactive Tier 1 Helpdesk Technician to join our dynamic team in Washington, DC. This role is ideal for someone who values responsibility, thrives in a collaborative environment, and is eager to grow professionally. If you're a self-motivated individual with a strong work ethic and a passion for learning, we encourage you to apply.

Key Responsibilities

• Deliver courteous and efficient Tier 1 technical support via phone, email, and remote tools.
• Troubleshoot hardware, software, and network issues with attention to detail and root cause analysis.
• Manage and prioritize support tickets, ensuring accurate documentation and timely escalation.
• Collaborate with Tier 2 and Tier 3 teams to resolve complex issues and maintain client satisfaction.
• Install, configure, and maintain applications such as Sophos, Atera, Microsoft products, Backblaze, and Ring Central.
• Perform user administration tasks including account setup, permissions, and password management.
• Support onboarding and offboarding processes, including hardware/software setup and data transfer.
• Monitor systems proactively to identify and address potential service interruptions.
• Maintain clear and up-to-date documentation of support activities and procedures.
• Stay informed on industry trends and emerging technologies through continuous learning.

Qualifications

• Bachelor s degree in Computer Science, Information Technology, or a related field.
• Minimum 5 years of experience in helpdesk or technical support, preferably in a managed service provider setting.
• Proficiency with Sophos, Atera, Microsoft products, Backblaze, and Ring Central.
• Strong troubleshooting skills and ability to resolve issues independently.
• Familiarity with Windows and Mac OS, productivity applications, and networking concepts.
• Excellent communication skills with the ability to explain technical concepts to non-technical users.
• Strong organizational skills and ability to manage multiple tasks effectively.
• Demonstrated initiative and a commitment to professional growth.
• Relevant certifications (e.g., CompTIA A+, Network+, Microsoft) are a plus.

What We Value

• A strong sense of ownership and accountability.
• A team-first mindset and willingness to support others.
• A go-getter attitude with a desire to exceed expectations.
• Curiosity and a commitment to continuous improvement.

Join Us
Be part of a team that values excellence, collaboration, and growth. Submit your resume and cover letter detailing your experience and enthusiasm for the role. Only shortlisted candidates will be contacted.

Conscious Networks is an equal opportunity employer and welcomes applicants from all backgrounds.