Help Desk Technician I

Role Overview

• Create and troubleshoot tickets and provide in-person, over-the-phone, and remote technical support
• Log all help desk requests, generate trouble tickets, record resolution actions and time, and provide status to the Government
• Create, modify, maintain, delete, and troubleshoot Active Directory client accounts and systems
• Troubleshoot and resolve user/client standard end user devices application and configuration problems via telephone assistance call, remote control, and at user locations, including but not limited to operating systems
• Maintain and support end user device operating systems and application software
• Apply configuration changes, service packs, patches, updates, and security fixes and virus definition to end user devices
• Troubleshoot and resolve user issues with cloud-based services such as Google Workspace or Microsoft Office365
• Perform troubleshooting to resolve software baseline applications and E-Mail problems
• Coordinate standard system image configuration changes with the SCCM Image Team
• Install, configure, and maintain authorized client applications and software baselines on end user devices
• Perform minor hardware repair and replacements on government authorized computer systems
• Create/update documentation for technical processes
• Assist with installing/testing of system software or hardware configurations and coordinate the documentation of all hardware and software changes
• Use the Enterprise Service Desk system to create, modify, update, and resolve customer support requests
• Assist in the preparation of technical documentation and configuration of change requests.

Requirements

• Must be a U.S. Citizen
• Active DOD Interim Secret or Secret Clearance
• 1 year of demonstrated help desk, desk side or similar technical support experience
• DOD 8570 IAT Level II certification compliance is required at hire
• Experience with Microsoft Office Outlook, Excel, and Word
• Experience with ticketing systems like Remedy, ServiceNow, Connectwise, Jira, Etc.
• Experience with Active Directory, Windows devices and Windows Operating Systems (OS)
• Excellent interpersonal and communication skills (written and oral)
• Strong team player; self-assured, confident, and goal oriented
• Ability to organize and manage multiple priorities and delegate effectively
• Ability to solve problems and translate policies into daily routine operations
• Keen attention to detail.
• Weekend or after-hours support may be required on occasion.

Tech Stack

• Cloud
• ServiceNow

Benefits

• health insurance
• paid leave
• retirement plans
• education and training assistance