Helpdesk Technician - NLRB

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Full Time Fairfax, VA, US

Clearance:
Public Trust

Key Responsibilities:

• Serve as the first point of contact for end-users, logging incidents, and service requests promptly and accurately.
• Diagnose, troubleshoot, and resolve end-user problems related to hardware, software, mobile devices, audiovisual equipment, and video teleconference systems.
• Document incidents, solutions, and service requests in detail, ensuring accurate records for future reference.
• Provide technical support for mobile devices, including smartphones and tablets, ensuring seamless integration, and troubleshooting issues related to connectivity and applications.
• Support audiovisual and video teleconference equipment, configuring, troubleshooting, and maintaining systems to ensure optimal functionality during meetings and presentations.
• Assist in technical refresh projects, deploying new laptop hardware, performing operating system upgrades, and installing specialized software as per organizational requirements.
• Collaborate with IT teams to ensure smooth transitions during hardware and software upgrades, minimizing downtime and user disruption.

Qualifications

• Proven (2 years) experience in a service desk or technical support role, with expertise in incident management and problem resolution.
• Strong knowledge of mobile devices, operating systems, audiovisual equipment, and video teleconference systems.
• Experience in Service Now ticketing system
• Familiarity with technical refresh processes, including hardware deployment and software installations.
• Excellent communication skills, both written and verbal, with a focus on providing exceptional customer service.
• Ability to work efficiently under pressure, prioritize tasks, and meet deadlines.
• Relevant certifications such as ITIL, CompTIA A+, or HDI Support Center Analyst, are a plus.