Helpdesk Technician

4 months ago

Alexandria, United States E-talentnetwork 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.

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