Help Desk Technician Jobs

As a Help Desk Technician II supporting Department of Defense, you will be trusted to assist customers by researching technical issues, exploring answers, and providing information and alternative solutions.. This position will diagnose, resolve application issues, provide an appropriate solution, and provides timely resolution of incidents, or escalation on behalf of the customer to ensure their satisfaction. You will respond to queries either in person or over the phone, email, or web portal tickets for customers seeking assistance.

In this role, a typical day will include:

• Providing case status updates to management and end-users according to service level guidelines
• Applying basic troubleshooting, issue isolation & diagnostic techniques to identify technical problems, investigate causes, and recommend solutions, or escalate tickets in accordance with existing SOPs, work instructions & knowledge articles
• Assisting and supporting end-users with technical issue and questions related to software systems and applications to including but not limited to MS Operating Systems, Microsoft Office 365, and specialized Department of Defense applications via multiple support channels including phone, email, chat Assist and support end-users with technical issue and questions related to software systems and sessions, web forms, and other communications methods available
• Ensuring all access to required systems are current and up to date
• Communicating with customers at all levels of technical and non-technical skills sets
• Thoroughly documenting requests and incidents according to business processes and standard operating procedures (SOP)

WHAT YOU’LL NEED:

• Years of relevant experience: 3+ years of IT related experience
• Education: High School Diploma or GED
• Technical skills: Must possess basic technical experience with providing applications or software support and exceptional customer service skills
• Proficient with Microsoft windows O/S and MS Product suite preferred
• Security clearance level: Be able to obtain and maintain Secret security clearance
• Preferred qualifications: ServiceNOW experience and any ITIL or HDI Certification