Help Desk Technician (Sat-Wed, 2pm - 11pm)

Falls Church, VA
Nov 29, 2022
Dec 01, 2022
Full Time
Job Title: Help Desk Technician (Sat-Wed, 2pm - 11pm)Location: Falls Church, VADuration: 6 month guaranteed Contract to HirePay: $33/hr w/ $68k conversionJob Description:Provide Tier I and II AESD-NG Help Desk support using ITSM ticketing system such as BMC Remedy and/or ServiceNow (eg, Service Desk as a Service [SDaaS], ITSM Software as a Service [SaaS], enterprise end-user support, and overall escalation support). Provides Help Desk ticket escalation support to the Army and DISA for all DODIN-A(NG) and DODIN-A(NG)-S issues above or outside the direct O&M of the RCC-NG, including mobile device support. Independently provides technical interpretation and solutions in the management of networks, software, hardware, configurations, and architectures.Duties / Responsibilities: This position will include, but is not limited to, the following tasks:* Troubleshoot and resolve Tier I and II incidents to include: system inquiries, requests, incidents, software installation, printer support, hardware support (desktop, laptop, peripheral).* Support numerous hardware configurations and platforms including Desktops, Laptops, Printers, Copiers, Video Conferencing Units, and Smart Boards.* Perform in-person customer service and phone support service to the end-user community.* 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 status of incident troubleshooting and resolution.* Handle efficiently, high volume ticket queue by supporting 50 - 100 tickets daily, using ticking system.* Actively participate in all meetings such as, but not limited to weekly staff meetings, weekly training, Weekly Ticket Tag-Up, etc.* Prepare accurate documentation to support and maintain a working knowledge base of service desk processes including pertinent guidelines, regulations, compliance issues, and documentation requirements as well as reference only application reference guides.* Document, maintain, and store specific information, including as-built diagrams and SOPs/Job Aides.* Support focus teams or specialized projects to promote rapid improvement turnaround.* Maintain a professional and pleasant manner using proper customer service skills via (telephone and/or email).* Operate a 24x7x365 Service Desk.Essential Functions* Support a fast paced and ITIL transitional environment.* Demonstrate excellent communication skills, both verbal and written to support incoming customer support calls and emails.* 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.* Identify and articulate key information in an efficient and timely manner.* Exercise discretion and independent judgment when handling situational occurrences.* Analyze and recommend alternative solutions to meet customer needs.* Build credibility and trust with customers.* Identify areas of opportunity to improve customer satisfaction.* Demonstrate excellent multi-tasking and time management skills.* Support the team process and participates on cross-functional teams.* Responsible for handling after-hours on call support (when necessary).Basic Required Qualifications and Skills:* High school diploma or equivalent.* At start date must possess a CompTIA Security+ certification in ACTIVE status.* 2+ Years' experience as a service desk analyst with proven experience in ongoing support of client specific application systems.* Experience using ticketing software.* The equipment used in this position includes but is not limited to, computers, servers, and network devices.* Strong analytical and problem-solving skills.* Excellent communication and interpersonal skills.* Self-motivated and ability to stay focused.* 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.* Please note that pursuant to a government contract, this specific position requires US Citizenship.* All applicants must have acurrent DoD Secret clearance