IT Help Desk Technician
On-siteTriangle, Virginia, United States
Triangle, Virginia, United StatesOn-siteFull TimeBachelors DegreeSmall
Full TimeBachelors DegreeSmall
Job Summary
Respond to and manage hardware and software trouble tickets for a DoD federal customer supporting over 6,500 users. Provide on-site Tier I administration for desktop applications, handheld devices, and mission-critical software. Diagnose complex technical issues using Windows OS and network troubleshooting tools, then coordinate escalations to Tier II/III engineering when necessary. Maintain SLA compliance by providing status updates to end users and ensuring positive customer experiences across all support levels. Requires Secret clearance and 2+ years of IT Service Desk experience.
Required Qualifications
- A Bachelor's Degree in a technical or business-related field
- 1+ years' experience can be substituted for bachelor's degree
- Security + CE
- Microsoft OS Certification
- 2+ years experience working in an IT Service Desk or Tier I operations environment
- Basic understanding of networking and network troubleshooting tools
- Experience with multi-platform Windows O/S
- Analytical/cognitive skills to troubleshoot complex and technical problems
- Willingness to gather information during troubleshooting to provide detailed information for escalation
- Ability to coordinate and prioritize multiple tasks simultaneously while maintaining attention to detail and quality
- 2+ years experience in Microsoft Windows administration and/or desktop administration
- Ensure a positive Customer Experience when dealing with all level of users
- Location: Quantico,VA
- Clearance: Secret Required
- Candidates without a secret clearance need not apply and will not be considered for hire
Desired Qualifications
- Certification in relevant IT products/technologies (Examples, CompTIA (A+, Network +, Server+ and Security+ CE) certifications and/or Microsoft Certification IT Professional (e.g. MD100))
- Experience using ITSM Ticketing tools (e. g. BMC Remedy or similar ticketing systems to manage and track incidents)
- Experience managing users and mailboxes in Exchange and O365
- Basic knowledge of Active Directory, Group Policies, and User/Group management
- Basic knowledge using command prompt and PowerShell
- Customer service experience
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