Help Desk Associate

Expiring today

Pentagon, Virginia
Oct 17, 2020
Oct 29, 2020
Full Time


Company Job Title: Help Desk Associate

Clearance: Secret Clearance

Location: Pentagon, Arlington, VA

Reports To: Program Manager

FLSA Status: Non-Exempt, Full Time, SCA

Executive Order 13495, The Non Displacement of Qualified Workers Under Service Contracts provide first right of refusal to incumbents on contracts. If the position is accepted by the incumbent on the job, other application/resume of non-incumbents will not be reviewed.

  • The Help Desk Technician will provide Tier 1 Printer Service support in customer's location on Xerox and other print devices, working with Low to Mid-Range office products.

Duties and Responsibilities:
  • Record the customer's call and information pertaining to the request. Some problem calls may be resolved directly over the phone.
  • Apply remote service diagnostics to try to resolve the request directly if possible. If not, the request will be dispatched for onsite resolution.
  • Maintain asset inventory data, or facilitate the collection of asset inventory data such as asset serial number, asset location, customer contact name, contact phone number, address, and special instructions for reporting purposes.
  • Receive, track, and fulfill customer requests for standard consumable supplies for Xerox and Non-Xerox Branded devices covered in this Service.
  • Receive, log, and process requests to relocate Xerox Branded Equipment covered in this agreement.
  • Answer end user questions about the features, functions, and operation of Xerox Branded devices.
  • Answer or facilitate resolution of all Xerox related questions or concerns.
  • Facilitate gathering of Xerox meter reads for billing and reporting purposes.
  • Support the Client reporting requirements of Inventory, Installation, Relocation, Removal, Usage and Service History (Response and Downtime)
  • Other duties as assigned

Minimum Qualifications : (To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.)
  • High School Diploma or GED equivalent
  • 3 years of relevant experience.
  • 1 year DOD experience
  • Remedy Trouble ticket System experience
  • Must possess a valid driver's license at all times
  • DOD Secret Clearance

Knowledge, Skills and Abilities:
  • PC skills are required for this position. Skill demonstration required in IE Navigation, File saves and moves, Internet connectivity.
  • Ability to use the PC/wireless devices for data entry, troubleshooting, and web access.
  • Knowledge of Microsoft Operating Systems Windows and Microsoft Office Applications (Word, Excel).
  • Ability to successfully pass a drug-screening, DMV and background check.
  • Ability to work overtime on an occasional basis.
  • Ability to provide reliable transportation to service calls.
  • Proven excellent customer service skills.

Physical Demands: (The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.)
  • While performing the duties of this Job, the employee is regularly required to sit and talk or hear. The employee is frequently required to walk; use hands to finger, handle, or feel and reach with hands and arms. The employee is occasionally required to stand; climb or balance and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision.

Work Environment: (The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.)
  • The employee will normally work in a temperature-controlled office environment, with frequent exposure to electronic office equipment.
  • During visits to areas of operations, may be exposed to extreme cold or hot weather conditions. Is occasionally exposed to fumes or airborne particles, toxic or caustic chemicals, and loud noise.

Chenega Corporation and family of companies is an EOE.

Equal Opportunity Employer/Veterans/Disabled

Native preference under PL 93-638.

We participate in the E-Verify Employment Verification Program.

Primary Location: United States-Virginia-Pentagon

Organization: Chenega Worldwide Support
Strategic Business Unit: Military Intelligence and Operations Support
Security Requirements: Secret
Job Schedule: Full Time Non-Exempt
Recruiter: Thomas Orner
Req ID: 2000000612

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