Help Desk Technician

MUST HAVE SECRET CLEARANCE

Description:

Job Description

Supporting USTRANSCOM, the Helpdesk Support position assists customers with questions and problems concerning computer systems, hardware and software. The position may work with customers remotely and in person, guiding them through systems configuration and troubleshooting, while aiming to resolve issues with efficiency.

Duties & Responsibilities:

Assists customers with IT requests and issues

Answers customer phone calls and emails, log incidents and conduct basic troubleshooting of hardware/software/network and peripheral device issues using FAQs, knowledge base and other guides

Provides Tier I support to end users for laptop/desktop/PC, applications, printers and peripherals

Create and update ticket records in Remedy or other ITSM tool

Create ticket records, monitor/track progress and update on ticket record while keeping customers informed with status updates

Route support requests to appropriate teams for resolution

Coordinate user support with Desktop Support and System Administration staff

Develop and maintain helpdesk-related technical documentation such as guides, FAQs, SOPs, etc.

Assists Help Desk Manager with data collection for reporting

All other duties as assigned

Skills:

Phone support, desktop, windows

Top Skills Details:

Phone support,desktop,windows

Additional Skills & Qualifications:

Qualifications:

Minimum Qualifications:

Minimum of 1 year of relevant technical experience with each of the following technology skills:

Windows Operating System (Windows 7 and higher)

Apple OSX desired in addition to Windows

Experience performing basic troubleshooting for common desktop software including Microsoft Office and Outlook, Adobe Acrobat and Creative Suite, Mozilla Firefox and Thunderbird, Chrome and Edge browsers, communication/collaboration/messaging tools and multimedia players

Experience using remote desktop troubleshooting and administration tools

Remedy ticketing system

Active Secret Clearance at employment start date (an Active Interim Secret Clearance may substitute)

DoD 8570 IAT-II Certification (e.g. Security+ CE, CCNA Security or other approved certification(s))

Preferred Qualifications:

An Associate's Degree in a computer-science related field is preferred

Experience Level:

Entry Level

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.