Help Desk - Tier Iⅈ Sr

Help Desk Tier I&II (Sr.)

Winchester, VA 6:30AM - 3:00PM

MUST:

• Active Top Secret clearance is required

3+ years of Help Desk Tier II experience

3+ years of installing, maintaining, repairing desktop operating systems

3+ years of troubleshooting business applications, desktop computer hardware, peripherals, and printers. Security +CE is nice to have but not required

Ability to lift up to 50lbs, must be physically able to walk, squat, bend, twist, lift, crawl under desks, reach out and above head, carry items, push and pull carts loaded with equipment

Bachelor's degree & is required or 9 years of equivalent experience

Install desktops, portable computers, peripherals, and software products for networked, classified and unclassified, and standalone environments

Detect, diagnose, research solutions, and resolve desktop and portable computer software and hardware failures

Provide users with information, guidance, and instruction on use of desktop and portable computer hardware and software

Analyze and assess customer service requests and provide prompt technical solutions

Conduct IT audits as assigned, in compliance with policies governing the administration, utilization, and acquisition of desktop and portable computer products

Prepare progress/status reports and submit to team leads as required

Utilize trouble-ticketing software for opening/updating/closing tickets in a timely and appropriate manner

Identify and document areas for process improvements

Contact and effectively communicate with users by telephone, electronic communications, or in person

Prepare equipment for reuse or surplus of property actions

Provide technical support for customers assigned to remote locations as required

Perform software and hardware upgrades and installations involving multiple computers, printers, multi-printers, and peripherals

Coordinate the disassembly and reinstallation of IT equipment in support of office relocations and new buildings/locations

Progression Inc. is an equal opportunity and affirmative action employer. Progression Inc. is committed to administering all employment and personnel actions on the basis of merit and free of discrimination based on race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or status as an individual with a disability. Consistent with this commitment, we are dedicated to the employment and advancement of qualified minorities, women, individuals with disabilities, protected veterans, persons of all ethnic backgrounds and religions according to their abilities.