Our partner, an information technology and cybersecurity team of innovators (deploying cutting edge technologies for the federal government) are seeking to hire a IT Service Desk Technician.
The Position: The IT Service Desk Technician will be responsible for providing telephone based operational support services to the organization. This support role requires a service-oriented mentality, high sense of ownership of the incidents, problems, and requests, focus on managing and resolving issues in alignment with the SLAs, establishing and maintaining communication with customers to keep them updated with status of their requests, and proactively escalating any issues that cannot be resolved within the established timeframes.
Role Specific Duties:
Lead Interact with end user to identify a variety of issues related to desktops, laptops, printers, and network connectivity.
Open and log trouble tickets in the call tracking system to track issues from identification through resolution.
Provide phone support for installation, configuration, troubleshooting for operating systems and software applications and hardware.
Create accounts, accesses, and permissions.
Communicate technical information in a non-technical manner.
Escalate any outstanding issues to senior-level technicians or engineers.
Required Experience/ Qualifications:
Associate degree and/or Bachelor’s degree.
HDI Analyst Certification (e.g., CSA, SCA, or DST).
Critical thinking / Problem resolution skills.
Active listening skills and effective communication strategies.
Experience dealing w/ incidents, problems, and requests, etc.
ship or Resident of (3+ years) is required as candidates will have to undergo Federal Government Clearance.