• Help Desk Technician III

    Job Locations US-MD-Columbia
    Posted Date 1 month ago(10/15/2018 6:04 PM)
    # of Openings
    IT Helpdesk
  • Overview

    Focal Point Data Risk is a new type of risk management firm, one that delivers a unified approach to addressing data risk through a unique combination of service offerings. Focal Point has brought together industry-leading expertise in cyber security, internal audit, identity governance and access management, data privacy and analytics, and hands-on training services. By integrating these services, Focal Point provides clients with the scalable support they need to protect their assets and leverage data across their organizations. Simply put, Focal Point is the next generation of risk management.

    The Help Desk Technician III is responsible for maintaining the operations of the Company’s technical infrastructure, as well as supporting users with the day-to-day IT operations for Tier I and II issues. The Help Desk Technician III will provide prompt and courteous responses to trouble tickets submitted through OTRS ticketing system. Support will be provided to a userbase of roughly 300+ users, with laptops operating both Mac and Windows software and hardware. Additionally, occasional support will be required for new software rollouts.


    • Assisting with the maintenance of Focal Point’s network and system infrastructure;
    • Responding to support tickets via email and phone;
    • Installing and customizing Windows and Mac platforms onto laptops;
    • Managing and providing support for peripherals, including printers and digital projectors;
    • Creating user accounts and managing access control, based upon company policies;
    • Installing and configuring application and operating system updates and upgrades;
    • Performing hardware repairs and software configuration modifications, where necessary, and coordinating vendor repairs when appropriate;
    • Troubleshooting miscellaneous issues with IT operations from Tier 1 & II levels of support;
    • Collaborating on internal IT infrastructure development projects as a project team member;
    • Maintaining accurate documentation of Focal Point’s IT infrastructure;
    • Shipping, receiving, and ordering hardware and software, as necessary; and
    • Efficiently interacting with co-workers to foster and maintain strong working relationships.


    • 6+ years installing and supporting laptop hardware and software
    • 5+ years of wireless deployment and troubleshooting
    • 2+ years of VOIP/Telephony required
    • 4+ years with VPN troubleshooting
    • 3+ years with enterprise security products, such as Antivirus, Cisco ISE, Firewalls, etc.
    • Demonstrated understanding of Windows and Mac desktop operating systems, including the ability to provide support and implement deployment technologies;
    • Strong understanding of usage and deployment for applications used in everyday IT operations, such as Microsoft Office, WebEx, and the Adobe suite;
    • Recently work with networking and IT administration, including a familiarity with LAN-based routing, switching, and wireless technologies;

    Preferred Skills

    • Linux (Red Hat/Ubuntu) preferred; and
    • Cloud technology (AWS/Azure) is preferred.

    Educational/Certification Requirements

    • Currently holds or is actively working towards a 2-year or 4-year (preferred) degree in Management of Information Sciences, Computer Science, or a similar Information Technologies field, OR
    • Currently holds or is actively working towards an equivalent professional industry certification.

    Travel Requirements

    Up to 10-15% of this position includes travel.





    Focal Point is an Affirmative Action and Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.  If you’d like to view a copy of the company’s affirmative action plan or policy statement, please email hr@focal-point.com.  If you are an individual with a disability and would like to request a reasonable accommodation as part of the employment selection process, please contact Chelsea Campbell at 813-402-1208 or recruiting@focal-point.comThis telephone line and email address is reserved solely for job seekers with disabilities requesting accessibility assistance or an accommodation in the job application process. Please do not call about the status of your job application if you do not require accessibility assistance or an accommodation. Messages left for other purposes, such as following up on an application or non-disability related technical issues, will not receive a response.


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