Meet daily IT operational requirements of approximately 1400 users.
Deliver operational computers to end users within the same day 90% of the time.
Ensure the end user is notified directly by a help desk representative prior to closing a trouble ticket.
Provide effective management of validated IT hardware and software requests.
Requests for hardware and software to be tracked and closed using a government furnished SharePoint tool.
Install, deliver, or set up hardware or software within 2 business days of approval and availability.
Resolve verified customer complaints within 2 business days of receipt (4-6 per month).
Provide a trouble ticket number for all interactions requiring touch support services.
Close a minimum of 90% of all trouble tickets presented daily.
Non accomplished tickets shall be tracked and reported by the Client Systems Lead to the Director of IT Operations and the program manager.
Open VIP tickets shall be reported daily to the Director of IT Operations.
Install and test software capabilities prior to releasing computers to end users.

Possess a bachelor’s degree.
Possess Security + certified with a minimum of 2 years’ experience or an IT degree and 1 years’ experience.
Top Security/ SCI Clearance is required.
Must be able to pass a background check.
May require additional background checks as required by projects and/or clients at any time during employment.
Exceptional communication skills, both oral and written.
Proficient in Microsoft and Adobe toolsets, including Excel, Word, PowerPoint, Acrobat, etc.
Highly motivated with the ability to handle and manage multiple tasks at any one time.
Ability to forge new relationships, individual and teaming in nature.
Must be a self-starter, that can work independently and as part of a team.

Helpdesk Technician

Key skills