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Helpdesk Technician

4 months ago

Alexandria, United States CareerBuilder Full time

Positions:

Tier II helpdesk technician
Location:

Alexandria, VA
Duration:

Long Term

Clearance:

Secret
Certifications:

Sec+

Job description:
As a

Sr.

Service Desk Support Technician ,

you will provide Tier 2 support for escalated hardware, network and/or software issues by end-users for DODEA. You will support user and incident requests utilizing existing procedures to monitor, track and resolve work orders in a timely manner. .
Highlights of Responsibilities:

Answering helpdesk calls, and responding to service now tickets
Evaluating, prioritizing, solving, and escalating all tickets to the appropriate Tier Support, and/or correcting the assignment of tickets as required
Following-up with users/customers to ensure resolution of issues, closing tickets only when the resolution to the issue has been reached, to the satisfaction of the user/customer.
Documents Incident with detailed break-fix steps and resolution in Remedy ticket tracking system.
Provides advanced Customer Service and Support.
Communicates with high profile customers in a professional and courteous manner.
Performs installs, upgrades, and configures customer-specific hardware and software.
Performs advanced troubleshooting to isolate and diagnose IT problems on desktop equipment and peripherals, including software and hardware.
Provides remote and on-site troubleshooting for hardware and software support.
Troubleshoots and supports Windows operating systems, advanced MS Office product issues, and other IT issues.
Upgrades software components as required.
Provides customers with network technical support.
Instructs customers and support staff in use of equipment and software.
Possesses the ability to complete multiple simultaneous projects in a timely manner.
Requirements:
Clearance (required at performance start date): active Secret security clearance
High School degree
5+ years IT experience
Current DoD 8570 IAT Level II certification (required at performance start date): CCNA Security, CySA+, Security+ CE, etc.
Preferred Education and Experience:

ITIL v3 Foundations AND HDI Desktop Support Technician or A+ related certifications relevant to service desk support.
Experience supporting PC hardware and software systems.
Prior work experience in a fast-paced DoD environment.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.