Help Desk Tech

About the role

This Tier 1 service desk position is responsible for answering calls, logging the calls in the ticketing system, and providing the customers with rapid and accurate answers and information. This will require the individual to possess an IT background, so he or she can assist customers in troubleshooting and resolving problems. Support provided is governed by Service Level Agreements in place with the customer. The ability to interface well with customers at various levels of seniority in a variety of different fields is essential to success in this position, as are excellent written and verbal communication skills. The ability to adapt well to diverse environments and work collaboratively in a dynamic team setting.

Responsibilities

• Answer user calls to provide general user support related to their IT equipment or other needs.
• Create, update and close out help desk tickets.
• Works with other Tier 1 Support staff to ensure proper hand-off of tickets for prompt resolution.
• Maintain required documentation of Tier 1 processes and SOPs.
• Familiarity with Windows Operating system and Outlook email.
• Familiarity with creating/updating Remedy tickets is preferred.

Qualifications

• Refined critical thinking skills.
• Self-starter.
• May direct the activities of other team members.
• Diplomatic.
• Multi-task capable.
• Adaptive to a dynamic environment.
• Dependable and reliable.

Qualifications/Certifications

• Prior experience in a government consulting services environment is preferred.
• Secret clearance is required.
• Minimum DoD 8570 IAT-II + CE certification required.