Mastech Digital provides digital and mainstream technology staff as well as Digital Transformation Services for leading American Corporations. We are currently seeking a Tier 1 Customer Service Technician - Help Desk Operations for our client in the Federal domain. We value our professionals, providing comprehensive benefits, exciting challenges, and the opportunity for growth. This is a Contract position and the client is looking for someone to start immediately. Duration 12 Months Contract (with possible extension) Location Alexandria, VA Compensation Best Market Rates Role Tier 1 Customer Service Technician - Help Desk Operations Primary Skills HelpDesk Role Description The Tier 1 Customer Service Technician - Help Desk Operations would need to have at least 3 years of experience. Responsibilities - Provides phone support in compliance with established policies and procedures in order to attain contractual Service Level Agreement (SLA) metrics. - Diagnoses internal and external inquiries and work requests as they relate to maintenance of desktop and universal laptop computers and companyrsquos customized applicationssystems. - Provides end-user software troubleshooting and support internal and external userscustomers. - Applies diagnostic techniques to identify problems investigate root cause analyses and recommend solutions using Remedy 7.6 IT Service Management Suite. - Provides troubleshooting and support for over 200 customized applications supporting over 10,000 users. - Assists in the administration of remote user workstations and resolution of remote connectivity issues as needed. - Provides help-desk and email support for local and off-site users. - Maintains current knowledge of the Windows 7 desktop environment networking access technologies and applications supporting users. - Installs configures and upgrades computer hardware and software as needed. - Participates in special projects as needed. Education Associates Degree in a related technical discipline or the equivalent combination of education technical certifications or training or work experienceBachelorrsquos degree in Computer Science, ElectricalElectronic Engineering, Information Technology or another related field or Equivalent Experience Minimum 3 years Relocation This position will not cover relocation expenses Travel NA Local Preferred Yes Recruiter Name Hina Sahni Recruiter Phone 877.884.8834 (Ext 2017) Equal Employment Opportunity Minimum Education Required Associate Years of Experience Required At Least 3 Years Expected Travel Time None