IT Help Desk Technician

TITLE:Help Desk Technician
LOCATION: Ashburn, VA
What You'll Get to Do!!
The Help Desk Technician will serve as the first point of contact for end users seeking technical assistance over the phone or email. You will answer queries on basic technical issues and offer advice to solve them.
Key functions you will perform!

• Provide Tier 1 technical support for incoming end user requests via telephone and e-mail in a courteous manner
• Perform remote and desk-side user assistant to include software/hardware troubleshooting, upgrade, installation, and configuration
• Follow Standard Operating Procedure (SOP) to resolve various trouble/request tickets and carry out system administration tasks
• Update SOPs as needed and add knowledgebase entries
• Escalate and communicate reported issues to System Administrators and Engineers
• Provide IT orientation to new staff at the corporate office and offsite managers and employees as necessary
• Manage user accounts in Microsoft Active Directory
• Manage user mailboxes in Microsoft Exchange
• Shipping/Receiving IT equipment
• IT inventory tracking and management
• Perform other duties as assigned

What you will need to have:

• High School diploma is required; Bachelor's degree in Information Technology or similar field is preferred
• CompTIA A+, Network+ or Microsoft MCP preferred.
• Must be able to lift and carry IT equipment weighing 50 pounds
• 1 - 2 years of technical or helpdesk experience is required
• Experience providing software, hardware, network, and computer user support
• Working knowledge of Ethernet, TCP/IP, network cabling, wireless, and remote access practices
• Working knowledge of MS Windows OS, Office Suite, and antivirus software
• Strong written and verbal communication skills
• Strong customer service and problem-solving skills

Applicants selected may be subjected to a government background investigation and may be required to meet the following conditions of employment:

• A Favorable credit check for all cleared positions
• Must be a U.S. Citizen
• Successfully passing a background investigation

Physical Demands - To perform the essential functions of the job, qualified candidates must be able to perform the following: reaching, grasping, hearing/listening, seeing/observing, mobility to walk for extended periods of time, run, carry, load and unload luggage. Position does require the ability to read written documentation from a computer screen throughout the workday, stand or walk on various surfaces for long periods of time, and drive vehicles, (alert/vigilant of surroundings) for extended periods of time.
This job description reflects management's assignment of essential functions; it does not prescribe or restrict the tasks that may be assigned. Management may revise duties as necessary without updating this job description.
For more information about the company please visit our website at www.kacecompany.com
KACE is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, disability or any other federal, state or local protected class.