Tier I Help Desk Technician

4 weeks ago

Orlando, United States LinTech Global Full time

**Tier I Helpdesk Technician**
LinTech is looking for a Tier I Helpdesk Technician to provide services to support an Important Government Customer.
**Position Location**
Orlando, FL

**Responsibilities**:

- Meet established service level metrics for call response, technical support, and customer service.
- Input trouble calls into the ticket tracking system. Ensure all relevant information is gathered and documented.
- Analyze and resolve trouble tickets utilizing tools such as remote desktop.
- Escalate trouble tickets when required by service desk processes to Tier II, Tier III, or appropriate team/individual.
- Provide follow-up service to end-users to ensure that service provided by the Help Desk has addressed their needs in a timely and efficient manner.
- Assign Trusted Agents (TA’s) responsible for issuing alternate tokens to HQ personnel when required.
- Fully document call resolution and ensure all notes are maintained in the ticket tracking system and Knowledge Base articles are published when applicable.
- Maintain existing and when required create new SOPs in support of this objective for common Help Desk processes and activities.

**QUALIFICATIONS**
- DoD Secret Clearance
- A+ Certification

**Company Description**
LinTech Global is an award-winning, ISO 9001:2008 certified and GSA contract holder providing diversified Information Technology services to both Civilian and Defense agencies. Services include Software Development, Systems Integration, Data Management, Project Management, Operations & Maintenance, Cyber Security, and Training and Audio/Visual (AV) Solutions. LinTech has received a number of recognitions, including rankings on “Top 50 Companies to Watch”, Washington Technology’s Annual “FAST 50”, and Inc. 500's List of “Fastest Growing Private Companies”. The LinTech Global team is comprised of individuals who are dedicated to the success and sustainability of our customers and their missions. Our combination of technical expertise, big business experience, and small business agility allows us to promptly provide our customers with exceptional IT and engineering solutions.

**Benefits**
Our robust benefits package includes: Paid Time Off, Paid Holidays, Company-paid Life/AD&D, Short Term and Long Term Disability, Health Insurance with Company Contribution, 401k Plan with Company Match; up to 5%, opportunity for Employee Referral Bonus, opportunity for annual Performance Bonus and much more
**EEO Statement**
LinTech Global, Inc. provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws.

Pay: $18.85 - $22.70 per hour

**Benefits**:

- 401(k)
- 401(k) matching
- Dental insurance
- Employee assistance program
- Employee discount
- Flexible schedule
- Flexible spending account
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Parental leave
- Professional development assistance
- Referral program
- Retirement plan
- Tuition reimbursement
- Vision insurance

Experience level:

- 3 years

Schedule:

- Monday to Friday

**Experience**:

- Help desk: 2 years (preferred)

License/Certification:

- CompTIA A+ (required)

Security clearance:

- Secret (preferred)

Work Location: In person

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