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Help Desk Technician

2 months ago

Annapolis, United States Morgan 6 Full time
Job DescriptionJob DescriptionDescription:


Morgan 6, LLC is an established, award-winning, service-disabled veteran-owned business providing information technology and professional management services to the federal government. Our corporate growth has coincided with our investment in our employees as well as in outreach to our civilian and military community. As a testament to our commitment to excellence, Morgan 6, LLC, also known as "M6," is an 8(a) Certified, HUBZone, Special Disabled Veteran Owned Small Business (SDVOSB) located in Charleston, SC.


Job Summary:

The Help Desk Technician at the US Naval Academy, Information Technology Services Division (ITSD) plays a crucial role in providing exceptional customer-oriented assistance and Repair Shop support. This position involves managing the receipt, dispersal, storage, disposal, repair, and configuration of IT equipment, both hardware and software.


Responsibilities:

  • Provide Tier 1 support by addressing requests for service and providing telephone assistance to resolve reported problems.
  • Track and manage service requests in the ticket management system, ensuring timely completion of service.
  • Offer Tier 2 support, including on-site visits to resolve more complex issues that cannot be resolved over the phone.
  • Utilize remote assistance to connect to client workstations, facilitating efficient service delivery.
  • Interface directly with clients daily, ensuring performance objectives and deliverables are met.
  • Participate in discussion forums and track the Web Help Desk (WHD) software and summary reports.

Skills:

  • Ability to handle pressure and deadlines in a calm and composed manner.
  • Proficient in English with strong client-facing and effective communication skills.
  • Excellent troubleshooting abilities and capacity to multitask effectively.
  • Positive customer service orientation and a dedication to problem resolution.

Why Should You Apply?

  • Engaging Work
  • Professional Development Opportunities
  • Competitive pay and benefits including medical, dental, vision, 401k and Paid Time Off
  • Team environment and culture
  • Your skills and talent make a difference Your commitment can help grow a Service-Disabled Veteran-Owned Small Business (SDVOSB)
Requirements:


  • Certifications: CompTIA Security+ and Microsoft Windows 10 (MD-102)
  • Work Experience: 1-3 years of experience in Technical Support, IT device repair, IT Security/Vulnerability remediation, and writing knowledge-based articles.
  • Physical Requirements: Ability to carry, push, lift or lower computer equipment weighing up to 50 pounds.
  • Education: Technical School Certificate or equivalent years of experience; Bachelor's Degree is a plus.
  • Work Verification: U.S. Citizenship is required; ability to pass a DoD Background Security Investigation.

Morgan 6 is an Equal Opportunity Employer and does not discriminate based on race, color, religion, sex, age, national origin, gender identity, disability, veteran status, sexual orientation, or any other classification protected by federal, state, or local law.


As a HUBZone certified company, we encourage applicants who live in a HUBZone, as designated by the Small Business Administration (SBA). For more information visit the SBA HUBZone map