Entry level Help desk/Service desk Tech Rosslyn VA Research, resolve, and respond to questions and problems received via telephone calls and emails. • Provide support in accordance with current standards. • Document customer information and detailed problem descriptions in Remedy ticketing system’ • Escalate problems in accordance with Service Level Agreements and program policy. • Evaluate team workflow and processes and recommend/implement improvements to those processes. • Review customer support requests for accuracy and monitor quality of work performed by the team, as directed by the manager. • Work on special projects as directed by the manager. Mon – Fri , 9am – 5pm, occasional weekend shift (1 weekend shift per 6 weeks) • At least one of the following: • MS Certified Office Specialist (MOS) • MS Certified Desktop Support Technician (MDST) • One year of Help Desk experience • Excellent written and verbal communication skill Note: Successful candidate without a certification must obtain one within 90 days from hire date. • Good verbal and written communication skill • Energetic, enjoys fast-paced, continually changing environment • Positive and enthusiastic • Detailed oriented • Willing to go the extra mile with the “can-do” attitude • Required Education and Years of Experience (Education and experience may be substituted at a ratio of 9 months to 1 year, ex. 9 months of experience equals 1 year of education) A bachelor’s degree in computer or information sciences or related field or equivalent technical training, and two (2) years general computer experience, including one (1) year specialized experience. Must have Secret clearance
Posted on: Fri, 30 Aug 2013 21:42:28 +0000