As an IT Service Desk Associate, you will be responsible for providing Tier 1 technical end-user support for a Federal Government client's PC operating systems and applications. The ideal candidate is a professional, technically adept team-player with a positive attitude, strong work ethic, good communication and customer service skills, and strong organizational skills necessary to handle multiple tasks. Solid working knowledge is required in the following areas: Windows 7/ XP/ Professional operating systems, Remote Assistance, Outlook, MS Office Suite, as well as experience supporting desktops/laptops in a networked environment. Candidate should have experience with desktop hardware/software troubleshooting, problem determination/resolution, Local Area Networks basic operations and server/desktop interconnectivity.
Duties and responsibilities include but are not limited to the following:
Handle incoming calls, system alerts, and assist users over the phone
Capture and respond to a wide variety of hardware and software issues within a Microsoft Windows environment.
Utilize remote support tools to provide troubleshooting and network support
Perform basic networking tasks and troubleshooting (Network Shares, Permissions, TCP/IP)
Must hold an active Top Secret security clearance
1 to 4 years experience with technical support in a Windows Environment to include experience in desktop support/ IT Helpdesk. All support will be conducted remotely
Good understanding and working knowledge of desktop applications (MS Office, Windows XP/Professional/Vista, Outlook, Internet Explorer).
Basic knowledge on Protocol Management (TCP/IP, DHCP, DNS)
Experience and knowledge in providing superior customer service; able to calm irate customers and satisfy their requirements.
Must be dependable, punctual, and flexible with schedule as needed.
Ability to handle situations under pressure and meet tight deadlines.
Strong oral, written and interpersonal communication skills.
Bachelor's degree in a computer related field preferred or experience in lieu of a degree with certifications required.
ITIL v3 certification required
A+ certification is a plus
Microsoft Certified Professional (MCP), Microsoft Certified Systems Engineer (MCSE) certifications are a plus.
Location: Northern Virginia - Chantilly/Sterling, VA
Shift: 12:00 pm - 8:30 pm EST with a 30 minute lunch/dinner (This is a 24x7x365 Service Desk, the shift may change over time)
- 21 months ago - save job