Helpdesk Technician

Reston, VA
Jan 12, 2021
Jan 14, 2021
Full Time
Helpdesk Technician**job details:**+ location:Reston, VA+ salary:$50,000 - $53,000 per year+ date posted:Monday, January 11, 2021+ job type:Permanent+ industry:Construction+ reference:815076**job description**Helpdesk Technicianjob summary:**General Description:**This position serves as the primary contact for technical assistance for end users requiring support of our client's IT applications, services and equipment. Provides "1st level" technical support for end-users, over the phone and through email. Coordinates IT support process to ensure requests are completed in a timely manner and ensure customers are satisfied with support services. Support spans break/fix issues including analysis and repair of connectivity, software and hardware, as well as, access requests, equipment configuration, quality control, software installation and upgrading.location: Reston, Virginiajob type: Permanentsalary: $50,000 - 53,000 per yearwork hours: 9am to 5pmeducation: Bachelorsresponsibilities:**Essential Job Functions Provide Direct End User Support**+ Provides "1st level" technical support for end-users, over the phone and through email.+ Respond to requests for technical assistance via phone or electronically.+ Diagnose and resolve technical hardware and software issues.+ Research questions using available information resources.+ Advise customers on appropriate action and follow up.+ Follow standard help desk procedures.+ Log all help desk interactions in Service Desk ticketing system.+ Identify, prioritize and escalate support tickets requiring urgent attention.+ Follow up on reassigned unresolved requests.+ Ability to work remotely in a location while working a full work week**2. End User Maintenance Support**+ Assist IT support team with hardware and software deployment efforts including installing, upgrading and supporting IT systems.+ Configure hardware including but not limited to workstations and routers.+ Install and configure authorized software.+ Perform quality control of hardware images and software installations.+ Repair hardware such that they can be redeployed.**3. Support End User Technical Efforts**+ Support technical efforts that impact end user computing devices.+ Support efforts impacting end user systems, such as changes to workstations or remote file servers.+ Challenge changes that negatively impact the end user.+ Participate and share technical knowledge to improve solutions.+ Provide on-site technical assistance in support of IT initiatives and projects as needed.**Experience and Qualifications**+ Associates degree in Computer Science or Information Technology field required, Bachelor's degree preferred or equivalent experience. High School Diploma required.+ Very good oral and written communication skills.+ Exceptional customer service skills.+ Highly driven, self-starter with the ability to work independently as well as contribute to a team environment.+ Ability to meet deadlines and manage multiple projects.+ Ability to work weekend shifts and late shifts (10am - 7pm)**Technical Experience**IT experience including supporting, maintaining and repairing PC's, laptops, mobile phones, printers and peripherals. Experience with Microsoft Active Directory. Experience with file and folder permissions in a network file system (NTFS). Experience with help desk technical support team as frontline support technician fielding calls and performing call ticket follow-up. Troubleshooting experience with demonstrated troubleshooting methodology Experience supporting Microsoft Windows 10 operating systems Experience working with servers on Microsoft Server 2012 and 2016. Basic networking knowledge including WAN/LAN principles Relevant certifications: CompTIA Network+, Security+ Experience or knowledge with cloud platforms including Azure, OKTA, MS365, Cisco Meraki, Microsoft Dynamics, and Zscaler are a plus Experience in IT automation such as Powershell, Python, or Visual Basic scripting is a plusqualifications:+ Experience level: Experienced+ Minimum 2 years of experience+ Education: Bachelors (required)skills:+ HelpdeskEqual Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.