Help Desk Technician Jobs

Active Secret Clearance Required

Title-HelpDeskTechnician

Location -Falls Church, VA

Clearance- Secret Clearance

Rate:25$/hr on W2 with conversion salary $50K

Available Shifts

Shift 1 – Friday – Tuesday, 2pm – 11pm

Shift 2 – Monday – Friday, 2pm – 11pm

Shift – Saturday – Wednesday, 2pm – 11pm

Shift – Saturday – Wednesday, 6am – 3pm

Duties / Responsibilities:

This position will include, but is not limited to, the following tasks:

• Perform in-person customer service and phone support service to the end-user community.
• Prepare accurate documentation to support and maintain a working knowledge base of servicedeskprocesses including pertinent guidelines, regulations, compliance issues, and documentation requirements as well as reference-only application reference guides.
• Maintain a professional and pleasant manner using proper customer service skills via (telephone and/or email).
• Support focus teams or specialized projects to promote rapid improvement turnaround.
• Document, maintain, and store specific information, including as-built diagrams and SOPs/Job Aides.
• Actively participate in all meetings such as, but not limited to weekly staff meetings, weekly training, Weekly Ticket Tag-Up, etc.
• Perform trouble ticket action to include updates with quality notes, customer communication, and resolution within established service level agreements.
• Provide VIP support and communication regarding the status of incident troubleshooting and resolution.
• Handle efficiently, high volume ticket queues by supporting 50 – 100 tickets daily, using a ticking system.
• Support numerous hardware configurations and platforms includingDesktops, Laptops, Printers, Copiers, Video Conferencing Units, and Smart Boards.
• Troubleshoot and resolve Tier I and II incidents including system inquiries, requests, incidents, software installation, printer support, and hardware support (desktop, laptop, peripheral).
• Operate a 24x7x365 ServiceDesk.

• Exercise discretion and independent judgment when handling situational occurrences.
• Identify areas of opportunity to improve customer satisfaction.
• Responsible for handling after-hours on-call support (when necessary).
• Demonstrate excellent communication skills, both verbal and written to support incoming customer support calls and emails.
• Demonstrate excellent multi-tasking and time management skills.
• Support a fast-paced ITIL transitional environment.
• Analytically inclined with attention to detail and accuracy and consistent follow-through to assure problems are resolved with the ability to respond to last-minute requests.
• Build credibility and trust with customers.
• Essential Functions:
• Identify and articulate key information in an efficient and timely manner.
• Support the team process and participates in cross-functional teams.
• Analyze and recommend alternative solutions to meet customer needs.

• Strong analytical and problem-solving skills.
• Experience using ticketing software.
• Self-motivated and able to stay focused.
• 2+ years of experience as a servicedeskanalyst with proven experience in the ongoing support of client-specific application systems.
• Please note that pursuant to a government contract, this specific position requires U.S. Citizenship.
• At the start datemust possess a CompTIA Security+ certification in ACTIVE.
• Due to a customer requirement, as a condition of employment for this position, the successful candidate will be required to obtain and provide proof of COVID-19 vaccination prior to commencing employment.
• Excellent communication and interpersonal skills.
• Basic Required Qualifications and Skills: High school diploma or equivalent.
• All applicants must have current DoD Secret clearance eligibility on day one and prior to entry on duty.
• The equipment used in this position includes but is not limited to, computers, servers, and network devices.