Location: Falls Church, VA
Job Title: Help Desk Technician
•The candidate must have a Network+ or A+ (or Security+) prior to being able to work on the contract
•Would be good for the candidate to have a public trust clearance or higher ---- this is not required but would be helpful
• Candidate would be working on the 12:00pm - 9:00pm shift (1 hour lunch) to support client’s Western portion
Required Qualifications & Education:
•High School Diploma or equivalent required
•At least two years of previous Help Desk experience.
•Three (3) years of experience in the IT field
Preferred Additional Skills:
•B.S. Computer Science or equivalent education and experience desired.
All candidates must be U.S. citizens and be eligible for public trust clearances Applicants selected will be subject to a government security investigation and must meet eligibility requirements for access to classified information.
Principal Duties & Responsibilities:
•Answer calls coming into the Tier 1 Help Desk by the third ring.
•Create a customer incident in Remedy, the call tracking software for every call answered
•Cross train on Blackberry Support, adding and deleting users to the HA/TMA network as well as other ad hoc tasks.
•Coordinate with team to ensure rapid response times and follow-up with customers.
•Ensure that all VIP calls are responded to immediately.
•Develop professional working relationship with customer to better understand business needs.
•Process customer orders, prepare correspondence, and fulfill customer needs to ensure customer satisfaction.
•Provide technical support to end users on a variety of issues.
•Identify, research, and resolve technical problems.
•Respond to telephone calls, email and personnel requests for technical support.
•Document, track and monitor the problem to ensure a timely resolution.
•Update and develop CAC policies and procedures.
•Coordinate and consult with Customer, Engineering, Deskside Manager,vendors and team members to meet customer requirements.
•Advise management of potential risks that may have impact on customer base and operating environment.
1651 Old Meadow Rd, Suite 205 McLean, VA, 22102