BGS Consulting · 19 hours ago
Help Desk Technician
DC-Baltimore Area
Full-time
Onsite
Entry Level
1+ years expBGS Consulting is a professional services firm located in Tysons Corner, VA, seeking an experienced Help Desk Technician to join their managed services team. The role involves providing first-line technical support to end-users and resolving Tier 1 helpdesk support requests with a focus on customer service and satisfaction.
Financial Services
Hiring Manager
Katelyn Giuseppe
Responsibilities
Serves as the first point of contact for users seeking technical support via phone, email, or ticketing system
Documents, tracks, and monitors all support interactions in the service desk platform. Provide status updates, timelines, and resolution summaries to end users
Uses strong analytical skills to diagnose and resolve basic to advanced Tier 1 technology support requests
Provides outstanding customer service and communication throughout the lifecycle of a support request and in all user interactions
Demonstrates strong knowledge of commonly used concepts, practices, and procedures within IT industry standard frameworks such as ITIL and COBIT
Triages and escalates complex support requests to Tier 2/3 support as appropriate
Ensures compliance with service level agreements (SLAs) for all support requests
Supports end-user devices, including but not limited to laptops, desktops, mobile devices, printers, and peripherals
Assists with onboarding/offboarding users, including device provisioning, user account setup, and software/application access
Updates detailed technology environment documentation in a documentation platform
Maintains accurate inventories of IT assets and prepares periodic inventory reports
Participates in internal knowledge sharing and contributes to knowledge base articles
Provides continuous feedback on recurring issues to improve support processes
Fosters client trust through prompt, courteous, and knowledgeable service
Qualification
Required
1-3 years of IT support or helpdesk experience (preferably in a managed services multi-client environment)
Familiarity with Windows OS, Microsoft 365, Azure, and Active Directory Services
Working knowledge of basic networking fundamentals (TCP/IP, DNS, DHCP)
Experience with PSA/RMM and remote support tools
Ability to follow SOPs and document solutions
Willingness to work shifts or on-call rotations
Excellent customer service and interpersonal skills
Ability to remain calm under pressure and multitask in a fast-paced environment
Problem-solving mindset and willingness to learn
Strong verbal and written communication skills
Preferred
Experience working in a small business entrepreneurial environment
Experience with the following technology platforms: Datto RMM, AutoTask, NinjaOne, IT Glue, Microsoft 365, Azure, Intune
ITIL 4, HDI-CSR, CompTIA A+ / Network+ / Security +, Microsoft 365, Azure, or other relevant certifications preferred but not required
Company
BGS Consulting
Professional services firm delivering finance and accounting resources to fill direct hire and project-based needs.
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
Brendan Giuseppe, CPA
CEO and Founder
Frank Mencini
Managing Partner
Company data provided by crunchbase