Help Desk Technician
4 weeks ago
Job Description:
- Provide on-site Help Desk service support and fulfill incoming Service Requests (SRs) either via in-person, email, or a ticketing system
- Respond to incoming incidents and SRs from end users in a timely and courteous manner
- Prioritize and resolve all incidents and escalate as required to resolve issues as soon as possible
- Accurately record all actions and details relevant to the incident of SR in the ticketing system for the tracking, shipping, servicing, or recovery of assets
- Identify and learn appropriate all relevant software, hardware, setup, and security procedures to support the organization
- Conduct regular inventories and prepare reports on status and disposition to relevant to device warranty coverage to ensure maximum system uptime and availability
- Comply with all Contractor, Program, and DoD security procedures necessary to properly safeguard and protect program assets and information
- Build rapport and elicit problem details from Help Desk customers
Requirements:
- High school diploma or GED equivalent
- 2+ years of related experience
- Familiar with Apple Operating System (OS) and devices
- Current and valid US driver's license
- Interim Secret clearance required, Secret clearance is preferred
Skills and Abilities:
- Strong verbal communication skills for effective customer management
- Customer and service-oriented and proactive for issue resolution
- Ability to learn new systems and procedures for proficient execution
- Ability to manage multiple tasks in a fast-paced operational environment
- Ability to grasp system concepts and communicate their application
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