Help Desk Technician
TIAG is currently hiring an onsite Help Desk Technician to support our team on an upcoming program based out of the Washington, DC region. This position requires a Secret level security clearance to be processed to start work, so US Citizenship is a requirement. This position is onsite 5 days per week.
Position Responsibilities
Position Responsibilities
- S erve as the first point of contact for customers reporting technical issues. Utilize government furnished equipment (GFE) to support Incident, Problem and Request Management processes leveraging the ITIL service framework and best business practices. Technical support includes answering telephones, email, virtual support rooms, and walk-in service.
- Ability to comply with First Call Resolution standards (minimum 75%) to provide End User Device (EUD) support service and incident resolution remotely and through desk-side touch labor services to ensure that the end user operational environment is functional.
- I nvestigate and resolve technical issues within the designated Service Level Agreement (SLA) for Requests and Incidents, provide status, updates, and escalation of events, and document the troubleshooting and resolution tasks within the ticketing system.
- Use a ticket tracking system such as ServiceNow to access assigned tickets and close them.
- Perform computer troubleshooting and setup processes requiring multiple detailed processes and procedures.
- Write/document detailed troubleshooting results in help desk ticket tracking.
- Pull computer/server log files and send them to Tier 3 support for further diagnosis.
- Multi-task 3-5 concurrent computer support activities with detailed processes.
- Recall from memory in a timely manner established computer support techniques.
- As needed, perform troubleshooting for computer break-fix processes and software upgrades.
- Shift work and/or on-call availability may be required in this position. Current support hours are 0600 - 1800.
- Use a ticket tracking system to access assigned tickets and close them. Requires at least 92% customer satisfaction on all service requests.
- Work in Cisco Finesse call center to answer and respond to end-user phone calls.
- Work in Google Meet virtual support rooms to consult, troubleshoot, and resolve technical issues for end users.
- Perform computer troubleshooting and setup processes requiring multiple detailed processes and procedures.
- Perform computer imaging, software, printer, and hardware system configuration.
- Collect end of life hardware and peripherals and prepare for disposal per regulations
- Write/document detailed troubleshooting results in ServiceNow ticket tracking.
- Pull computer/server log files and send them to Tier 3 support for further diagnosis.
- Multi-task 3-5 concurrent computer support activities with detailed processes.
- Resolve customer reported issues and implement known fixes/procedures without repeatedly having to conduct research or search for solutions.
- Perform troubleshooting for computer break-fix processes and software upgrades.
- Entry-level experience with remote access software, Office Automation Software Suites, and knowledge of Operating Systems and Networking.
- Demonstrated ability to communicate effectively, both written and orally, among the customer base and Help Desk management.
- Experience working with PC software and troubleshooting
- An understanding of the military community is an added plus
- Ability to obtain a Secret Clearance
- Strong PC software and troubleshooting skills
- Experience using Microsoft Windows and Microsoft Office Products
- CompTIA Security+
- CompTIA A+ cert OR other Windows Environment Certification required to start
-
Seniority level
Entry level -
Employment type
Full-time -
Job function
Information Technology -
Industries
IT Services and IT Consulting
Referrals increase your chances of interviewing at TIAG® by 2x
See who you knowGet notified about new Help Desk Technician jobs in Bethesda, MD.
Sign in to create job alertSimilar jobs
People also viewed
-
IT Support Specialist
IT Support Specialist
-
Desktop Support Technician
Desktop Support Technician
-
Technical Support Specialist
Technical Support Specialist
-
IT Support Specialist
IT Support Specialist
-
Information Technology Support Specialist
Information Technology Support Specialist
-
Technical Support Specialist
Technical Support Specialist
-
Technical Support Specialist
Technical Support Specialist
-
Desktop Support Specialist
Desktop Support Specialist
-
Desktop Support Specialist
Desktop Support Specialist
-
Tech Support Specialist
Tech Support Specialist
Looking for a job?
Visit the Career Advice Hub to see tips on interviewing and resume writing.
View Career Advice Hub