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Help Desk Technician

1 month ago

Falls Church, United States Excentium, Inc. Full time
Help Desk Technician

Excentium, Inc. is a Service-Disabled Veteran owned small business that provides Cyber Security Engineering, Information Assurance (IA), management, Certification and Accreditation (C&A), and other IT services to government and commercial organizations.

We have an opportunity for a Help Desk Technician supporting one of our Federal customers in Falls Church, VA.

MINIMUM CLEARANCE LEVEL: Secret
CITIZENSHIP: US Citizenship
LOCATION: Falls Church, VA

Responsibilities:
  • The Help Desk Specialists will provide support for incident resolution and requests reported to the service desk.
  • The Specialists are responsible for the initial assessment, triage, research, and resolution of incidents and requests regarding the use of application software tools and/or infrastructure components.
  • The Help Desk Specialists provide support through analysis and problem resolution using remote communication or through telephone contact with the client or end user.
  • Addresses and resolves incidents and requests; logs all incidents and requests; engages other service desk resources or appropriate service resources to resolve incidents
  • Creates a positive customer support experience and builds strong relationships through deep problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling customer issues with a professional attitude.
  • Ensures the end-to-end customer experience and provides a single point-of-contact for the customer.
  • Resolves general hardware and software problems with customers having little or no background in computers
  • Conducts component level diagnostics
  • Maintains documentation for procedures and processes, as well as maintenance logs and equipment databases.

Requirements:
  • Current Secret Clearance
  • Associates Degree in Computer Science, Business Information System or related IT field or 3 years work experience required.
  • Required certifications: Security+; Microsoft Operating System Certification
  • Experience in Microsoft based platforms (Windows XP, Windows 7, Microsoft Office Suite, Etc.)
  • Understanding of Active Directory (Account Management, Organizational Units, Mailbox Management, Exchange features)
  • Experienced in Network, LAN, VLAN (troubleshooting and setting up printers on network, identifying network versus local based issues)

We take pride in building a workforce with a strong Veterans focus

Excentium offers a competitive salary and comprehensive benefits package, including medical, dental, life, disability, 401k, and paid time off.
Excentium, Inc. is an equal opportunity employer.