Tier 1 Help Desk Technician

InquisIT LLC
Arlington, VA
Sep 15, 2019
Sep 17, 2019
Full Time
POSITION SUMMARY: As a Tier 1 Technician you will provide on-site and remote support for laptops/desktops/peripherals, COTS Software (MS Office, Office 365 Email), approved software/hardware, enterprise applications and network access. In this position, you are expected to possess exceptional communication skills, technical, and analytical skills. This position requires an individual with experience in resolving technical end-user support in a help desk setting, ability to perform technical troubleshooting and provide data analysis to determine root causes of application issues. You will work closely with other members of the Help Desk and Infrastructure Operations teams to remediate reported client issues in a timely and professional manner. The successful team player will be knowledgeable of all products and expected to be a contributor to new product features and product testing. You are expected to troubleshoot problem areas (in person, by telephone, or via e-mail) in a timely and accurate fashion, and provide in-person, hands-on assistance at the desktop level. Primary Job Responsibilities: Provides technical advice and guidance on installation, adaptation, configuration or enhancement of end-user software, hardware, and network. Performs incident resolution with users, walks the user through a series of steps to determine problem and classify level, priority and nature of the most complex problems. Provides expertise for the resolution of technical problems, troubleshoots products and modifies products to customer requirements. Provides technical support for the installation and repair of systems. Reviews system and configurations to ensure successful implementation of services into production. Maintains system stability through troubleshooting, timely resolution of incidents, and proactive maintenance to provide the maximum availability and optimal Mean Time To Repair. Partners with developers and engineers to reduce re-occurring incidents. Provides consultative assistance during off hours as needed. Provides training to customers. Experience and Qualifications: 0-2 years of experience as a Help Desk Technician Bachelor's degree in Computer Science, Information Technology, or relevant experience - Preferred Experience supporting Microsoft based platforms (Windows 7/10, O365, Office Suite) Excellent communication skills Possesses a range of skills and knowledge in computer hardware and software InquisIT provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, InquisIT complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.