Help Desk Technician

5 days ago

Washington, United States NetCentrics Full time
Description

Are you seeking an opportunity to make an impact?

At NetCentrics, we proudly hold a distinguished position as a leader in cybersecurity, cloud, digital transformation, and mission support. With an esteemed clientele that includes the DoD, DHS, Federal Civilian Agencies, and the Intelligence Community, our impact on national security is undeniable. We are a diverse group of intellectually curious people, solving hard problems, and living by our core values while bonded by the shared vision to secure our nation - join us

The Opportunity

NetCentrics is hiring a Tier 1 Help Desk Technician to support our FTC program. This is a fully remote, full-time, temporary role. It is guaranteed for a minimum of 3 months, with the potential for long-term extension. It offers a valuable opportunity to enhance your technical expertise and build a strong foundation for your professional career.

Responsibilities

  • Level 1 Call Center Support Analyst is the initial point of contact for all user requests and incidents (contact may come in the form of telephone calls and emails and consists of requests for IT services and/or service incidents or issues.)
  • Assist end-user community via phone, email, and chat communications.
  • Ability to troubleshoot and resolve incidents at first contact.
  • Incident Management; from detection and documenting to closure.
  • Create ticket in ServiceNow and maintain full ownership of ticket through its lifecycle.
  • Knowledge of the ITIL process.
  • Ensure that for every call and/or reported event a ticket is created in both a timely and accurate manner. This one call/one ticket method provides effective tracking of all incidents and service requests.
  • Verify user contact and asset information, categorize ticket accurately, and populate ticket with full description of event.
  • Ensure tickets are properly prioritized.
  • Utilize the knowledge base and other support documentation to identify, isolate, diagnose and resolve end user's technical problems and provide information and status as requested.
  • Enter all troubleshooting performed and, if applicable, the resolution.
  • Escalate tickets to the appropriate support group for resolution, if outside of Tier I's responsibility.
  • Create knowledge articles for technicians and for user community on known issues and resolutions.

Required Qualifications

  • Understanding of Enterprise IT concepts and modern information technology principles (cloud, infrastructure, networks, etc.).
  • Experience using Microsoft Active Directory for account management.
  • Must have technical knowledge of PC and Desktop hardware.
  • Critical thinker; must be analytical and have strong problem-solving abilities.
  • Working knowledge of current operating systems and standards.

Education Requirements

  • High School diploma and 3 years of experience preferred in a Service Desk/Call Center environment.

Clearance Requirements

  • Active Public Trust clearance or the ability to obtain one.

Where You Belong

At the heart of our organization lies a set of five core values that guide every facet of our work. "Mission First" epitomizes our unwavering commitment to our goals. "People Always" underscores the significance we place on our team's well-being and development. We continually strive to "Be Eminent" by consistently pushing the boundaries of excellence. "Embrace the Team" reflects our unwavering belief in the power of collaboration, recognizing that together, we attain greatness. With every action, we "Act with a Purpose," ensuring that our efforts contribute meaningfully to a larger mission. These values serve as the bedrock of our company culture, propelling us forward as a united and purpose-driven team.

Why Join NetCentrics

Join us not just to be a part of safeguarding our nation, but to be at the forefront of innovation, where your ideas and expertise play a pivotal role in shaping the future of cybersecurity and IT. Together, we're not just protecting systems; we're pioneering them. Come be a part of our team and redefine the possibilities in our industry

Commitment to Diversity

This employer participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status or on the basis of disability.

Equal Opportunity Employer/Veterans/Disabled

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