Computer Service Desk (Help Desk) Technician

Description

Job Location: Mark Center VA, Pentagon VA, OR Frederick MD

We are looking for a Service Desk Technician to serve our DoD customer. The Service Desk Technician will work in a team environment to assist in supporting JSP end users.

Responsibilities:
• Provides first tier support, as well as telephone and in-person support to users in the areas of e-mail, directories, standard windows desktop COTS/GOTS applications, and custom applications. Troubleshoots desktop computer and other device hardware and software problems.    
• Evaluating, prioritizing, solving, and escalating all tickets to the appropriate Tier Support, and/or correcting the assignment of tickets as required
• Maintaining ownership of service tickets throughout the life span of the support request
• Assigning ticket severity by walking customers through a series of troubleshooting steps to determine the severity and nature of reported IT problems
• Updating and maintaining service work notes
• Establishing a high level of personal credibility and building strong relationships
• Consulting with immediate supervisor or higher-level IT specialists on possible solutions
• Coordinating with technicians to provide status updates to outstanding tickets
• Collaborating and following up with technicians to resolve requests, and provide status updates on outstanding support tickets
• Providing updates, status, and completion information to management
• Following-up with users/customers to ensure resolution of issues, closing tickets only when the resolution to the issue has been reached, to the satisfaction of the user/customer.
• Participating in workshops, seminars, or other events as required.
• Other duties as assigned by the Government, contract or supervisors in coordination with the SLA’s.

REQUIRED SKILLS AND EXPERIENCE

• 2 years of professional experience supporting PC hardware and software systems. 
• Current CompTIA Security+
• Experience with Remedy7.1 preferred 

REQUIRED EDUCATION

• Desired: Vendor certification in the technology being applied such as Microsoft MCP, MCT, MTA or Novell CNE Certification HDI Desktop Support Technician or A+ Certification 

REQUIRED SECURITY CLEARANCE

• Active DoD Secret clearance

EOE M/F/Disability/Vet

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