Helpdesk Technician

22nd Century Technologies, Inc.

Yesterday
Secret
Unspecified
Unspecified
IT - Support
Alexandria, VA (On-Site/Office)
Positions: Tier II helpdesk technician
Location: Alexandria, VA
Duration: Long Term

Clearance: Secret
Certifications: Sec+

Job description:
  • As a Sr. Service Desk Support Technician , you will provide Tier 2 support for escalated hardware, network and/or software issues by end-users for DODEA. You will support user and incident requests utilizing existing procedures to monitor, track and resolve work orders in a timely manner. .
Highlights of Responsibilities:
  • Answering helpdesk calls, and responding to service now tickets
  • Evaluating, prioritizing, solving, and escalating all tickets to the appropriate Tier Support, and/or correcting the assignment of tickets as required
  • Following-up with users/customers to ensure resolution of issues, closing tickets only when the resolution to the issue has been reached, to the satisfaction of the user/customer.
  • Documents Incident with detailed break-fix steps and resolution in Remedy ticket tracking system.
  • Provides advanced Customer Service and Support.
  • Communicates with high profile customers in a professional and courteous manner.
  • Performs installs, upgrades, and configures customer-specific hardware and software.
  • Performs advanced troubleshooting to isolate and diagnose IT problems on desktop equipment and peripherals, including software and hardware.
  • Provides remote and on-site troubleshooting for hardware and software support.
  • Troubleshoots and supports Windows operating systems, advanced MS Office product issues, and other IT issues.
  • Upgrades software components as required.
  • Provides customers with network technical support.
  • Instructs customers and support staff in use of equipment and software.
  • Possesses the ability to complete multiple simultaneous projects in a timely manner.
  • Requirements:
  • Clearance (required at performance start date): active Secret security clearance
  • High School degree
  • 5+ years IT experience
  • Current DoD 8570 IAT Level II certification (required at performance start date): CCNA Security, CySA+, Security+ CE, etc.
Preferred Education and Experience:
  • ITIL v3 Foundations AND HDI Desktop Support Technician or A+ related certifications relevant to service desk support.
  • Experience supporting PC hardware and software systems.
  • Prior work experience in a fast-paced DoD environment.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.
group id: 10216532
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About Us
We are one of the fastest growing IT Service Integrator & Workforce Solution companies in the US. Founded in 1997, we are a Certified National Minority Business Enterprise with 6,000+ people including 600+ Cyber SMEs nationwide supporting our customers in all 50 states, Canada, & Mexico. With HQs in Somerset, NJ & Mclean, VA, we have 14 offices throughout the US. As part of our unrelenting focus on quality & compliance, our delivery is based on Certified Matured Processes including CMMI L3 Dev & SVC, ISO 20000, ISO 27001, & ISO 9001 quality processes. With a strong focus on the public sector, we currently hold government contracts with 14 out of 15 Federal Executive agencies including DoD, 37 other Federal agencies, 50 States, 115+ Local agencies, & 37 School Districts. In the last three years, we have expanded our services to Fortune 500 & other commercial clients & currently support 80+ commercial clients. Recognized among “Best Company to Work For” by Forbes.
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22nd Century Technologies, Inc. Jobs

Job Category
IT - Support
Clearance Level
Secret