Help Desk Level 1

Position Title: Service Desk Associate - Entry

Technical Support I

Training is onsite and remote for a little while and then the long-term future is on site.

Job Description:

Provides first line technical support for local and remote users, resolving technical problems and answering queries through various channels such as telephone, chat, email, and tickets submitted online. Follows all company and department documented policies and procedures. Identifies, diagnoses, isolates, and resolves problems with hardware, software, network, and system/applications utilizing technical skills, historical database records, and knowledgebase documentation. Supporting commercial (COTS) software, customer specific applications, internet browsers, desktops, laptops, mobile devices and more. May route tickets to product line specialists, application, or system support specialists, requiring clearly documented descriptions of customers request and all troubleshooting performed. Maintains and updates records in Incident Management and Service Request system.

This work position is in shifts between 0745-1800 ET Mon-Fri only.

Required Education/Skills:

a) Minimum 1 year of technical support experience in a call center environment

b) Proven hardware/software troubleshooting experience

c) Proven experience providing effective and professional communication, addressing moderately complex technical issues via telephone, email, and chat

d) Demonstrated commitment and ability to provide excellent customer service

e) Ability to work well with all teammates in a fast-paced SLA driven environment

f) Interpersonal skills and excellent written and oral communications, including the ability to collaborate effectively

g) Understanding of IT concepts/practices and experience with common service desk software.

h) Proven ability to think and troubleshoot logically and act decisively in critical situations

i) Experience supporting Microsoft Office and Windows OS in an enterprise environment

j) Experience with account administration and password resets in a Microsoft Active Directory environment

k) High school diploma or GED

l) Must be a US Citizen.

Availability:

a) Ability to arrive and start work promptly at beginning of scheduled shift

Desired Education/Skills:

a) 2+ years of experience in computer hardware/software support

b) ITIL Certification or HDI Certification

c) Familiarity with government IT environment and administrative processes

d) Technical certifications such as A+, N+, MCP, MCSE, CCNA

e) Strong working knowledge of Windows 10, Edge, FireFox, and Chrome browsers, VPN software, VDI, and other commonly used commercial products