Helpdesk Technician - Tier 1

Help Desk Technician - Tier 1

Clearance: Active Secret

Status: Non-Exempt

Location: Herndon, VA (Onsite)

Compensation: $25.00 per hour

• Answer service calls, tickets and emails coming into the call center.
• Create a customer incident in Service Now, the call tracking software for every call answered.
• Provide Mobile Support, adding and deleting users to the client network as well as other AD HOC tasks.
• Assist clients with hardware and software support via telephone.
• Coordinate with team to ensure rapid response times and follow-up with customers.
• Ensure that all VIP calls are responded to immediately.
• Develop professional working relationship with customer to better understand business needs.
• Process customer orders, prepare correspondence and fulfill customer needs to ensure customer satisfaction.
• Identify, research and resolve technical problems.
• Document, track and monitor the problem to ensure a timely resolution.
• Update and develop CAC policies and procedures.
• Coordinate and consult with Customer, Engineering, Deskside Manager and team members to meet customer requirements.
• Advise management of potential risks that may have impact on customer base and operating environment.

• 2+ years IT support experience, preferably in the public sector
• Active HDI Customer Support Representative certification
  • Must obtain Google IT Support certification within 6 months
• Active Secret clearance or higher
• Must have High School diploma or higher degree
• Superior customer service skills a must; strong desire to provide the highest quality of service to the customer required.
• Superb verbal communication skills; comfortable working on the telephone and responding to calls.
• Knowledge of Information Technology network and systems technologies, processes, and methodologies required.

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