About the Job XTec is a privately held, Identity and Credential Management services company primarily engaged in servicing multiple Federal agencies. XTec is led by a seasoned team of Identity and Credential management industry professionals who have over 20 years of experience in working within a secured Government environment. Our business operations are located in Miami FL, Reston VA, Washington DC and throughout the National Capital region. Summary of Position: As a Tech Support Staff member you will work within a division as the IT group, which is responsible for the troubleshooting and customer service functions of our help desk department. Key focus areas will be; operating the day to day procedures for our help desk, following scripts and procedures for troubleshooting, working directly with clients to resolve issues for hardware and software malfunctions, and documenting your progress through a trouble ticketing system. Additionally you may be tasked to reviewing error logs and responding to any problems occurring day to day, assist with testing and preventative maintenance of hardware as well as updating hardware to accommodate for engineering developments. Location: Reston, VA Principal Duties & Responsibilities: Adherence to policies, processes and procedures within assigned areas of responsibility Documenting processes and procedures for execution of tasks Tracking progress through trouble ticketing system Audit and remediation of discrepancies from standards Response to incidents and service requests Performing analysis of capacity and performance metrics Contributes to the overall maintenance of enterprise technology infrastructure design Business Knowledge and Technical/Analytical Skills: Ability to efficiently prioritize and organize competing work demands Ability to document efforts while troubleshooting to ensure processes are documented when necessary General technical knowledge of software and hardware repair, operating systems and applications Excellent documentation, communication and interpersonal skills Excellent analytical and problem-solving abilities Education & Experience: Bachelor's degree in Information Technology/Computer Science (preferred) OR the equivalent combination of education and experience Previous Help Desk or Troubleshooting experience (preferred) Clearance The ability to obtain a Secret clearance, active Secret preferred.