Help Desk Agent (Help Desk TIER 1)

Washington, District Of Columbia
Jul 13, 2021
Aug 17, 2021
Full Time

The Help Desk Agent (Help Desk TIER 1) is responsible for technical support, assisting end users with their day-to-day technical duties and issues.

  • First-level support of all inbound calls, generating an Incident Ticket for all new issues.
  • First contact resolution (1st call) of desktop issues or follow proper escalation procedures to the correct group if the incident cannot be resolved.
  • Accurately triage/assign/escalate tickets per current processes and standards.
  • Document problems and resolutions in a timely and efficient manner.
  • Assist in all client workstation installations, configuration, deployments, and relocations.
  • Timely, accurate, thorough and professional follow-up on all incidents.
  • Diagnose and resolve basic to mid-level technical issues.
  • Quickly identify and escalate high-priority issues.
  • Provide accurate, timely, and professional resolution on all supported issues.
  • Provide a high level of professionalism and customer service.
  • Provide Tier 1 support for all users-level applications to include, but not limited to Microsoft Office 365, Adobe Creative Cloud, FTP, Chrome, and Edge.
  • Provide Tier 1 support for all user operating systems, including Windows and MacOS.
  • Provide Tier 1 support for all remote access technologies to include, but not limited to VPN and Cloud.
  • Provide Tier 1 support for all client workstation hardware, including desktop, laptops, tablets, printers, and both Apple and Android cellular phones and mobile devices.
  • Provide Tier 1 end-user support for all client applications, including CRM and line of business applications and other company software.
  • Provide Tier 1 support for all telecommunications, including VoIP, VTC, and related hardware.
  • Other duties as assigned

  • High school diploma or GED equivalent required.
  • 2+ years of relevant Help Desk experience required.
  • Experience with trouble ticketing system e.g., Service Manager.
  • Experience with Windows and Apple OS and HP printer hardware setup, configuration, and troubleshooting.
  • Experience with remote access applications.
  • Senate SAA Background Investigation.

Knowledge, Skills and Abilities
  • Ability to successfully complete HDI certification within 90 days of hire.
  • Ability to maintain access to customer site.
  • Ability to work nights, weekends, and holidays as required.
  • Ability to multitask while staying focused in a fast-paced competitive environment.
  • Knowledge of Airwatch/Intelligent hub preferred.
  • Thorough knowledge of desktop and business/technical support systems.
  • Strong communications skills (both written and oral), strong customer service and excellent interpersonal skills, ability to listen and understand what is being described by the end user as well as the ability to communicate technical matters to a non-technical audience while documenting customer interactions.
  • Strong critical thinking skills that facilitate expedient problem solving.
  • Strong interpersonal 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 may use repeated motions that include the arms, wrists, hands and/or fingers. The employee is occasionally required to walk, stand, climb, balance, 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.

#Chenega Technical Innovations, LLC

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