Help Desk Specialist

4 weeks ago

Washington, Washington, D.C., United States RightDirection Technology Solutions LLC Full time
Job Title: Help Desk Tier I Specialist

RightDirection Technology Solutions LLC is seeking a skilled Help Desk Tier I Specialist to join our team in Washington, D.C. This full-time position offers a standard work week and hours, with a hybrid schedule that includes one week per month working onsite in D.C.

Job Summary:

We are looking for a highly motivated and detail-oriented individual to provide top-notch support to our customers. As a Help Desk Tier I Specialist, you will be responsible for providing remote technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.

Key Responsibilities:
  • Provide remote technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
  • Respond to email messages, web inquiries, and phone calls for customers seeking help.
  • Log all requests into the Government tracking system (Service Now).
  • Add new users to the network and specify their directory structures and system access, password resets, troubleshoot network usage and peripheral issues, resolve LAN connectivity issues, and maintain LAN and internet connections.
  • Troubleshoot hardware and software problems, assist users with desktop applications, and provide user training.
  • Troubleshoot mobile device access issues (iOS and Android).
  • Utilize support applications to track user requests from trouble ticket generation to resolution.
  • Escalate problems to other network or system support personnel when a problem is not easily identified and corrected in a timely manner.
Requirements:
  • Demonstrate sound customer service and telephone etiquette in responding to customer calls or inquiries for service and support.
  • Demonstrate strong attention to detail, problem-solving, and a desire to provide outstanding customer support.

RightDirection Technology Solutions LLC is an equal opportunity employer and welcomes applications from all qualified candidates. We are committed to creating an inclusive and diverse work environment.

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