Helpdesk Coordinator / Technician
Remote · United States or Fairfax, Virginia, United States
Job Summary
Provide Helpdesk support to users for application functionality, account/role access, workflow processes, security permissions, and network connectivity; perform initial triage and route tickets to appropriate technical staff; assist end users via email, phone, IM; support COTS and GOTS applications; develop and maintain Helpdesk procedures, knowledge base, installation guides, and training materials; log, track, and manage requests in ticketing system; monitor queues and report status; prioritize incidents by severity/impact; provide user training and guidance on new/existing applications; occasional after-hours support.
Required Qualifications
- Bachelor’s degree in computer science, information systems, engineering, or a related scientific or technical discipline
- Previous experience in IT, customer service, or other related fields
- CompTIA Security+ highly desired
- Strong troubleshooting and critical thinking skills
- Positive and professional demeanor
- Good written and verbal communication skills
- Ability to multi-task while balancing multiple priorities and deadlines
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