IT Help Desk Technician

Sierra Lobo offers a full range of professional and technical capabilities, including Test and Evaluation, Systems Engineering, and Advanced Technologies. In our Corporate Technology Development and Engineering Center (TDEC) in Milan, Ohio, we also develop products and processes related to Cryogenic Fluid and Thermal Management Systems, Densified Propellant Management Systems, and Prototype Extreme Pressure and Temperature Systems. Our customers rely on Sierra Lobo's expertise in managing large contracts for the Government combined with in-house core competencies in research and engineering. This unique combination gives customers access to specialty skills and a proven management framework that produces "Excellent" results.

This position will be located in Milan, OH.

EOE/Minority/Female/Disabled/Veteran

The Help Desk Technician is a full-time position that provides assessment and resolution of incidents across the company's computing environment. The technician must be able to work at a fast pace while providing high-quality troubleshooting and technical assistance in order to bring about a satisfactory resolution. The Help Desk Technician's role is to ensure proper computer operation so that employees can accomplish business tasks. This includes receiving, assessing, prioritizing, documenting, and actively resolving employee requests and issues.

Duties and Responsibilities

Demonstrate working knowledge of current technology to support various applications.
• Possess knowledge of both inbound and outbound help desk processes.
• Must be able to demonstrate employee service skills such as patiently seeking to understand an employee's issue and situation, providing troubleshooting and resolution, proper follow-up, and status updates.
• Ability to remain organized while performing multiple tasks with various priorities.
• Serve as a first point of contact in all computer hardware, software, and telecommunications incidents and requests.
• Perform computer hardware configuration and upgrades, software installation and upgrades, and basic network support.
• Ability to identify and escalate issues requiring urgent or immediate attention.
• Analyze complex hardware and software problems to determine the most appropriate solution.
• Perform and document technical troubleshooting.
• Collaborate with other team members to resolve incidents and technical issues.
• Provide technical training to other employees.
• Ability to communicate effectively with both technical and non-technical employees.
• Must be a self-motivated achiever who gains satisfaction from providing excellent customer service.

• Required Skills

  • Proficient in the following:
    • Windows 10 Professional
    • Office 365
    • Microsoft Teams
    • Mobile device troubleshooting
    • Active Directory
  • Familiar with the following:
    • Windows 11 Professional
    • Wired and wireless networking
    • SharePoint
    • Printer troubleshooting
    • Remote desktop and VPN
  • 0-2 years of help desk experience in a professional environment.
  • Industry certifications preferred.
  • Excellent customer service skills.
  • Excellent verbal and written communication skills.
  • Must be a U.S. citizen.