Customer Service Help Desk Jobs in Silver Spring, MD

Job Title
Help Desk Technician
Education
N/A
Location
Baltimore, MD - Baltimore, MD US (Primary)
Durham, NC 27701 US
Career Level
Experienced (Non-Manager)
Category
Information Technology
Salary Grade
Date Needed By
Job Type
Full-time
Travel
Job Description
JOB DESCRIPTION
Position Title: Help Desk Technician
Reports to: Vice President - Professional Services Line of Business
Subsidiary: Leisnoi Enterprise Solutions, LLC
Location: Baltimore, MD or Durham, NC
Job Status: Regular Full -Time
Who We Are
Leisnoi Government Services (LGS) is an Alaska Native Owned Corporation (ANC) focused on providing best-in-class services to clients in the federal and private arenas and delivering value back to our Alaska Native Shareholders. LGS offers a wide-range of General Construction, Environmental Restoration and Remediation Services, Technical Services and Enterprise Solutions. Our culture teaches humility, agility, responsiveness, and endurance as a result, We Listen; Actively, We Solution; Strategically and We Execute; Exceptionally.
Position Summary:
Leisnoi Enterprise Solutions, LLC, (LES), a subsidiary of Leisnoi, Inc., is seeking a experienced Help Desk Technician who would serve as the first point of contact for end users who are experiencing technical issues and provides professional customer support while documenting and resolving incidents in the ticketing system. Performance of the contract shall primarily take place in Durham, NC or Baltimore, MD - Onsite (Not Remote)
This role functions as a Customer Service Representative (CSR) responsible for detailed incident documentation, troubleshooting, and escalation of hardware, software, network, and access issues using the incident management system. Candidates should expect to handle inbound calls and support requests throughout the workday while maintaining accurate records of all activity. All employees supporting this contract are considered mission critical and may be required to report to work during inclement weather or other operational events.
Key Responsibilities include, but are not limited to:
Incident Management & Call Intake
• Serve as the first point of contact for technical support requests in a call center environment
• Document all incidents and service requests in the ticketing system (ServiceNow or CAPRS)
• Provide accurate and detailed documentation of reported problems for both phone and virtual support requests
• Determine issue scope, impact, and priority while initiating the appropriate resolution path
Technical Support
• Provide troubleshooting support for hardware, software, printer, network, and access related issues
• Assist users with general inquiries and "how to" guidance related to systems and applications
• Diagnose and resolve common technical issues using knowledge base documentation and diagnostic procedures
• Escalate complex incidents to Level 2 support when necessary
Ticket Management
• Open a service ticket for every customer interaction
• Maintain accurate and timely updates to all tickets
• Follow up with customers, vendors, and internal teams to ensure resolution
• Close tickets only when issues are fully resolved and documented
Operational Awareness
• Monitor email, messaging platforms, and alerting systems to remain aware of enterprise-wide issues
• Communicate operational events or critical incidents to management as required
• Dispatch vendor hardware maintenance requests following established SOP procedures
Reporting & Compliance

• Assist in documenting severity incidents and operational reports as required
• Follow all contract Standard Operating Procedures (SOP) and call center policies
• Maintain compliance with federal service desk operational standards

Education:

• The candidate must hold at least one of the following certifications: HDI Customer Service Representative, HDI Desktop Support Technician or an CompTIA A+ certification.
• Candidates supporting this function shall have a minimum of one year experience service in a help desk role and experience with Windows Operating System workstation/server, Microsoft Systems Management Server (SMS), Microsoft Exchange/Outlook, client/server applications, Transmission Control Protocol Label Switching (MPLS), VoiIP, and Cisco Routers.

Clearance Requirement
Must be able to obtain and maintain a Public Trust clearance
Office Location and Travel: Durham, NC or Baltimore, MD
Candidates must reside within a reasonable commuting distance of the designated call center as this is an on-site position - not remote.
Hours
Hours vary based on shifts and location.
Salary
$21.00/hourly
Leisnoi is an Equal Opportunity Employer Leisnoi considers all applicants for employment without regard to race, color, sex, national origin, religion, age, physical or mental disability, family responsibility, marital status, sexual orientation, political affiliation, veteran's status or any other legal protected status. Pursuant to The Alaska Native Claims Settlement Act 43 U.S.C. Sec. 1601 et seq., and federal contractual requirements, Leisnoi Corporation, may legally grant certain preference in employment opportunities to Leisnoi Shareholders and their Descendants. EOE/AA/M/F/D/V
# of Hires Needed
1
Exemption Type
Non-Exempt