IT Support Technician, 1

We are looking for a highly motivated Help Desk Technician to provide remote and in-person support for customers from Industry and the Federal Government. Responsible for interacting with customers and documenting trouble calls in the help desk ticketing system. Duties include basic help desk support, troubleshooting issues with computers and user accounts.

Provide professional customer service and timely resolution or escalation of issues.
• Provide basic computer help desk support of user issues.
• Perform user data corrections and respond to questions from callers.
• Assist users with creating and troubleshooting web application accounts.
• Assist users with changing their account affiliation and assist with activation, unlock and password reset.
• Escalate more complicated user issues to more senior team members for troubleshooting.
• Learn fundamental operations of commonly used software, hardware and other equipment.
• Accurately log all service requests and document resolutions using help desk ticketing software.
• Educate end users on appropriate system use and share technology best practices.
• Provide technical support for computers on customer networks.
• Provide personal computer, hardware, and software support.

• Active TS/SCI clearance with Poly required
• High School diploma + one year customer service/technical experience required.
  • A bachelor's degree in a technical field or IT certifications may be considered in lieu of experience.
• Friendly presence and helpful attitude; good interpersonal skills.
• Maintains patience and professionalism during stressful situations.
• Ability to provide technical support over the phone.
• Ability to work independently and responsibly without direct supervision.
• Accurately and consistently document all work; good attention to details.
• Security+ certification or equivalent for DoD 8140 compliance or ability to obtain within 6 months of hire.