We are currently seeking motivated Help Desk Support Technician to provide top-notch technical support to end-users of all levels. This is a great entry level opportunity. This is an onsite position in our Baltimore, MD office.

Why Join WRA?

As a Help Desk Support Technician, you'll have the opportunity to gain valuable experience in the IT field while delivering the highest level of customer service and support. You'll be responsible for assessing problems quickly and responding with attention to detail, supporting a wide range of software and hardware issues, and researching and resolving IT issues while working independently and taking initiative.

Responsibilities:

• Exceptional Customer Service: Exceed customer expectations by providing timely and professional solutions.
• Technical Skills: Evaluate complex problems and respond promptly with attention to detail.
• Timely Response: Address customer calls courteously and efficiently.
• Technical Support: Assist users with Windows 11, Microsoft 365 and MS Office Products, Teams, Apple iOS, and other applications.
• Proactive Issue Resolution: Identify and resolve issues before they escalate.
• System Setup: Configure computer systems to meet user needs.
• Asset Management: Maintain accurate inventory records.
• Coordinate with vendors: Ensuring prompt resolution of defective product issues and provide necessary support to customers.
• Help Desk ticketing: Capture and update tickets regularly, keeping the end users informed, capturing detailed information of resolutions.
• Light Travel: Travel as needed to provide on-site support at branch offices.

Job Requirements:

• Bachelor’s degree in information technology or other relevant discipline required
• 0-2 Years of relevant experience
• CompTIA A+ and/or Microsoft Certification or related certification preferred
• Applicant must have a valid driver's license and clean driving record
• US Citizenship Required
• Experience or relevant coursework in supporting desktops, laptops, and printers in a production Help Desk environment in the following areas required:
  • Solid knowledge of Windows 11 desktop operating systems, including installation, configuration, and troubleshooting.
  • Proficiency in working with MS Office and Office 365 suite, OneDrive, and Teams
  • Understanding of Microsoft Active Directory account management, such as password reset and group policy, would be a plus.
  • Experience configuring, troubleshooting, and repairing PC hardware
  • Basic understanding of LAN/WAN technology
  • Experience in supporting mobile devices, including Apple iOS and Android devices.
  • Ability to work with non-technical users patiently, providing them with clear and concise instructions and support.
  • Strong oral and written communication skills are essential
  • Outstanding Customer Service oriented attitude

Physical Requirements:

• Performing physical activities such as bending, twisting, and kneeling
• Repetitive motions involving the wrists, hands, and/or fingers
• Lifting objects weighing up to 40 pounds and/or carting objects up to 40 lbs distances up to 20 yards.

Benefits:

WRA recognizes that employees play an important role in its success. Our commitment to full-time employees is reflected in the comprehensive benefits package we offer:

• Flexible work schedule options
• Competitive salary
• Leave accrual and paid holidays
• Healthcare benefits
• Group Life Insurance, as well as additional optional life Insurance, short and long term disability insurance
• Flexible spending accounts for medical and dependent care reimbursement
• 401(k) Retirement Plan
• Tuition Reimbursement
• Employee Assistance Program
• Parental and maternity leave benefits

WRA is an equal opportunity/affirmative action employer and complies with all applicable anti-discrimination laws.

The expected compensation range for this position is $22.00 - $27.00 per hour. This range represents a good faith estimate for this position. The specific compensation offered to a candidate may vary based on factors including, but not limited to, the candidate’s relevant knowledge, training, skills, work location, and/or experience.

Applicants must be currently authorized to work in the United States on a full-time basis without the need for employment-based visa sponsorship now or in the future. WRA will not sponsor applicants for U.S. work visa status for this opportunity. (no sponsorship is available for H-1B, L-1, TN, O-1, E-3, H-1B1, F-1, J-1, OPT, CPT or any other employment-based visa)

***** Not accepting resumes from 3rd party recruiters for this position *****

Position#: 3239