Service Desk Technician

  • Virginia, USA, VA
  • Posted 2 days ago | Updated moments ago

Overview

On Site
$ - $19 per hour
Contract - W2

Skills

Service Desk Technician

Job Details




A top government integrator is currently seeking a Service Desk Technician to join their growing team remotely. In this role, the service desk technician provides software, hardware, and network problem resolution for end users.



Responsibilities:



  • Provide technical support to customers for a wide range of computer-related issues

  • Provide software, hardware, and network problem resolution for clients by performing problem diagnosis and guiding users through step-by-step solutions

  • Provide troubleshooting support to End-Users regarding their IT issues. such as PC set-ups, log-in issues, and password resets

  • Utilize ServiceNow to create requests and incidents, call data capturing (detailed troubleshooting steps), and follow knowledge-based documentations

  • Resolve problems or contact more senior technical support, as necessary

  • Support users by fulfilling individual requests for information and/or training in the utilization of the various databases available

  • Conduct technical research for source of information required in support of requests for information related to ongoing programs and proposal efforts

  • Instruct users in the use of PCs and networks

  • Perform basic PC, PBX, and network software programming

  • Interact with other team members, such as network services, software engineering, and/or applications development to restore services and/or identify and correct the core problem


Qualifications:



  • 1+ year of experience working in a Call Center environment

  • Experience working with a ticketing system

  • Familiarity with technical infrastructure, including LAN's, WAN's, and servers

  • Extensive knowledge of MS Office (2007 to present) beyond basic personal use

  • Ability to maintain a pleasant demeanor with all customers

  • Ability to conduct Knowledge Base searches to pull the correct information for the problem presented

  • Experience working remotely or independently


Desired Skills:



  • A+/Security+ certification

  • ServiceNow ticketing experience

  • Prior Help Desk experience

  • Experience with virtual private network


Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.