Address
Form of work
SalaryWe are looking for a highly motivated Help Desk Technician to provide remote support for customers including the DoD and Federal Government. Responsible for performing Tier 1 troubleshooting under the supervision of the Service Desk Manager. Duties include basic computer Help Desk support and troubleshooting user problems. The Weekend Shift is approximately 12:00 PM - 6:00 PM Eastern Time on Saturday and Sunday.
As a Help Desk Technician you will:
- Work remotely to provide user support in a timely manner.
- Work with a team of driven, supportive and highly skilled professionals.
- Provide critical support in protecting our country.
- Receive a robust benefits package that includes Employee Stock Ownership Plan!
- Enjoy flexibility managing your work hours and personal needs with a single accrual leave plan.
A week in the life of a Help Desk Technician:
- Perform Tier 1 troubleshooting for DoD and Federal Government customers under the supervision of the Service Desk Manager.
- Provide professional customer service and timely resolution or escalation of issues.
- Provide basic computer Help Desk support of user issues.
- Perform user data corrections and respond to questions from callers.
- Assist users with subscribing and unsubscribing to the system.
- Assist users with moving their accounts between bases/locations, updating contact information and setting up alerts on multiple devices.
- Send more complicated user issues to appropriate hierarchy for troubleshooting.
- Learn fundamental operations of commonly used software, hardware and other equipment.
- Accurately log all service requests and document resolutions using call tracking software.
- Educate end users on appropriate system use and share technology best practices.
- Assist users with password resets.
- Possession of a DOD Secret Clearance or higher.
- 1 year solid technical experience required - Can substitute a bachelor’s degree in an IT field for one year of experience, or industry valued certifications may be considered in lieu of experience or degree
- Ability to work independently and responsibly without direct supervision.
- Technical troubleshooting skills in researching and documenting resolutions.
- Friendly presence and helpful attitude; good interpersonal skills.
- Exercise patience and professionalism during stressful situations.
- Ability to provide technical support over the phone; good phone skills.
- Accurately and consistently document all work; good writing skills.
- Good problem-solving skills; ability to visualize a problem or situation and think abstractly.
- Ability to handle constantly changing flow of traffic; be able to multitask effectively.
- Working knowledge of standard operating systems, applications, and networking.
- Must be available to work weekends. Flexibility to occasionally cover other shifts as needed.
Founded in 1975, AMERICAN SYSTEMS is one of the largest employee-owned companies in the United States. We are a government services contractor focused on delivering Strategic Solutions to complex national priority programs with 100+ locations worldwide. Through our focus on quality, strong cultural beliefs and innovation we deliver excellence every day.
Company Awards:
- Forbes National Best Midsize Companies
- Energage National Best Workplaces
- Washington Post Best Workplaces
Veteran Hiring Awards:
- GOLD AWARD by U.S. Department of Labor HIRE Vets Medallion Program
- TOP 10 MILITARY FRIENDLY EMPLOYER by MilitaryFriendly.com
- BEST FOR VETS EMPLOYER by Military Times
AMERICAN SYSTEMS is committed to pay transparency for our applicants and employee-owners. The pay rate for this position is $20 hourly. Actual compensation will be determined based on several factors permitted by law. AMERICAN SYSTEMS provides for the welfare of its employees and their dependents through a comprehensive benefits program by offering healthcare benefits, paid leave, retirement plans, insurance programs, and education and training assistance.
