Help Desk Technician 4-ITG Specialist

3 weeks ago


Ashburn, Virginia, United States Telos Corporation Full time
Job Title

Help Desk Technician 4-ITG

Job Description

Telos Corporation is seeking a highly skilled Help Desk Technician 4-ITG to join our customer support team in a Department of Defense (DoD) environment. As a Help Desk Technician 4-ITG, you will be responsible for providing technical support to military end-users, resolving technical issues over the phone, and dispatching spare parts and tracking delivery/operational status of systems.

Responsibilities
  1. Provides Tier II and III technical software, hardware, and network problem resolution for clients by performing problem diagnosis and guiding users through step-by-step solutions or may provide expertise to solve technical support issues for end-users of the organization's products and services.
  2. Uses automated information systems to analyze routine situations.
  3. Reviews incoming requests (both computer generated and verbal) sort, code, and prioritize for proper action.
  4. Resolves problems or contacts more senior technical support as necessary.
  5. Supports users by fulfilling individual requests for support or replacement parts in the utilization of the various systems available.
  6. Conducts technical research for source of information required in support of request for information related to ongoing programs.
  7. Instructs users in the use of systems specific to the government contract.
  8. Interacts with other team members, such as network services, engineering, and/or information systems to restore services and/or identify and correct the core problem.
  9. Meet all contractual SLAs (service level agreements) and AQLs (acceptable quality levels).
Qualifications
  • Experience with ServiceNow is preferred but not required.
  • An active DoD Secret Clearance is required or the ability to obtain. Preference will be given to those applicants with an active DoD Secret Clearance.
  • Minimum IAT Level II certification in accordance with DoD 8570.01-M (Security+ CE certification or higher) required.
  • High School Diploma w/ 4-5 years of experience minimum.
  • Strong written and verbal communications skills and the ability to interact with people at all levels are required.
  • A professional attitude regarding attention to detail and customer service and excellent organizational skills are required.


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