Tier 1 Help Desk GW

4 weeks ago

Annapolis Junction, United States Visionary Technology Consultants, LLC Full time
Schedule: Regular Shift: Monday to Friday, 10:00 AM - 6:00 PM
Training Period: Monday to Friday, 6:00 AM - 2:00 PM
Clearance Requirement: TS/SCI with Polygraph
Education and Experience Requirements: Option 1: 5 years of technical experience (no degree requirement)
Option 2: Bachelor’s degree in a relevant field (no experience required)
Job Summary: We are seeking a dedicated and detail-oriented individual for a Tier 1 Help Desk Support role. The ideal candidate will be responsible for providing first-line technical support and troubleshooting for various IT-related issues. This position requires a high level of security clearance (TS/SCI with Polygraph) due to the sensitive nature of the work. Key Responsibilities: Serve as the initial point of contact for users seeking technical assistance via phone, email, or in-person.
Diagnose and resolve technical hardware and software issues.
Provide prompt and accurate feedback to customers.
Ensure proper recording, documentation, and closure of issues.
Escalate unresolved queries to the next level of support.
Maintain a high level of customer satisfaction by providing exceptional service.
Follow standard help desk procedures and document processes.
Assist in the creation and maintenance of technical documentation and user guides.
Stay updated with current IT trends and technologies relevant to the work environment.
Required Skills and Qualifications: Strong technical troubleshooting and problem-solving skills.
Excellent communication and interpersonal skills.
Ability to work independently and as part of a team.
Proficiency in using help desk software and remote desktop applications.
Familiarity with Windows and Linux operating systems, as well as basic networking concepts.
Ability to handle multiple tasks and prioritize effectively in a fast-paced environment.
Preferred Qualifications: Experience in a similar help desk or customer support role.
Certifications such as CompTIA A+, Network+, Security+, or relevant Microsoft certifications.
Work Environment: This role is based in a secure facility, and the candidate must adhere to strict security protocols.
The position involves working a regular day shift with initial training during an early morning shift.
Additional Information: Candidates must possess a current TS/SCI clearance with Polygraph.
Successful completion of background checks and security clearances is required.

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