Apr 9
Secret
Early Career (2+ yrs experience)
$50,000 - $60,000
No Traveling
IT - Support
Pentagon, DC (On-Site/Office)
Work Schedule: Shift - Monday - Friday 1:00PM to 9:30PM
Seeking a Service Counter Technician to serve our DoD customer. The Service Counter Technician will work at the Pentagon in a team environment to assist in supporting JSP end users.
As Service Counter Technician (1:00PM to 9:30PM Shift), you will exemplify customer service excellence to all organizational staff while supporting the DISA J6 user community. You will be essential in delivering outstanding support and service to our customers. Your primary responsibilities will include managing peripheral pickups, troubleshooting laptop repair issues, and providing walk-in services to ensure that customer needs are met promptly and effectively. The ideal candidate will demonstrate strong problem-solving abilities, a commitment to excellence, and the capability to excel in a fast-paced environment
Highlights of Responsibilities:
• Welcome clients and visitors with a professional demeanor, fostering a friendly environment for technical support and effectively managing interactions.
• Provide assistance to customers with laptop re-imaging, CAC PIN resets, and troubleshooting various technical issues while working under general supervision.
• Offer in-person technical support, ensuring clear communication and a prompt resolution of inquiries, while recognizing when to escalate issues appropriately.
• Help clients troubleshoot devices and software applications by applying foundational knowledge of the technical environment, demonstrating initiative in problem-solving.
• Assist customers with VPN connection issues, using diagnostic skills to identify and resolve problems efficiently while knowing when to seek further assistance.
• Conduct informative sessions for clients on the effective use of technical solutions, enhancing their user experience through proactive support.
• Keep accurate records of client interactions, technical configurations, and service requests, ensuring organized documentation with guidance as needed.
• Document incidents with clear break-fix steps and resolutions in the SNOW ticket tracking system, escalating to senior technical teams when appropriate.
• Work collaboratively with various teams, including Express Hardware, to manage coverage and ensure consistent service delivery while gaining experience in independent operations.
• Handle VIP calls and assist VIP walk-in customers during busy periods, providing attentive customer service and technical support while managing multiple tasks.
• Take on additional responsibilities as needed to support team efficiency and customer satisfaction, actively seeking opportunities for improvement.
• Adhere to an established shift schedule that encompasses a day, evening, night, or weekend shift, including holiday availability as needed. The Holiday Schedule is organized in advance to give ample notice of assigned shifts, ensuring consistent support and service for our customers.
Required Skills and Experience
• Minimum of Two+ to Four Years of Professional supporting PC hardware and Software / Help Desk Experience
• 8570 Level II Certification - Security+ required
• Strong Customer Service skills
• Strong organizational and time management skills
• Good written, oral, and interpersonal communication skills
• Ability to work in a fast paced and changing environment
• Familiarity with ticketing systems required, ServiceNow systems would be an asset
Physical Requirements:
• Sitting for long periods
• Standing for long periods
• Ambulate throughout an office
• Stoop, kneel, crouch, or crawl as required
• Lift and carry weight up to 50 pounds (on as needed basis)
Desired Skills and Experience
• Associates Degree
• Vendor certification in the technology being applied such as Microsoft MCP, MCT, MTA or Novell CNE" Certification
• HDI Desktop Support Technician or A+ Certification
Required Clearance
• Active DoD Secret security clearance required
EOE M/F/Disability/Vet
Seeking a Service Counter Technician to serve our DoD customer. The Service Counter Technician will work at the Pentagon in a team environment to assist in supporting JSP end users.
As Service Counter Technician (1:00PM to 9:30PM Shift), you will exemplify customer service excellence to all organizational staff while supporting the DISA J6 user community. You will be essential in delivering outstanding support and service to our customers. Your primary responsibilities will include managing peripheral pickups, troubleshooting laptop repair issues, and providing walk-in services to ensure that customer needs are met promptly and effectively. The ideal candidate will demonstrate strong problem-solving abilities, a commitment to excellence, and the capability to excel in a fast-paced environment
Highlights of Responsibilities:
• Welcome clients and visitors with a professional demeanor, fostering a friendly environment for technical support and effectively managing interactions.
• Provide assistance to customers with laptop re-imaging, CAC PIN resets, and troubleshooting various technical issues while working under general supervision.
• Offer in-person technical support, ensuring clear communication and a prompt resolution of inquiries, while recognizing when to escalate issues appropriately.
• Help clients troubleshoot devices and software applications by applying foundational knowledge of the technical environment, demonstrating initiative in problem-solving.
• Assist customers with VPN connection issues, using diagnostic skills to identify and resolve problems efficiently while knowing when to seek further assistance.
• Conduct informative sessions for clients on the effective use of technical solutions, enhancing their user experience through proactive support.
• Keep accurate records of client interactions, technical configurations, and service requests, ensuring organized documentation with guidance as needed.
• Document incidents with clear break-fix steps and resolutions in the SNOW ticket tracking system, escalating to senior technical teams when appropriate.
• Work collaboratively with various teams, including Express Hardware, to manage coverage and ensure consistent service delivery while gaining experience in independent operations.
• Handle VIP calls and assist VIP walk-in customers during busy periods, providing attentive customer service and technical support while managing multiple tasks.
• Take on additional responsibilities as needed to support team efficiency and customer satisfaction, actively seeking opportunities for improvement.
• Adhere to an established shift schedule that encompasses a day, evening, night, or weekend shift, including holiday availability as needed. The Holiday Schedule is organized in advance to give ample notice of assigned shifts, ensuring consistent support and service for our customers.
Required Skills and Experience
• Minimum of Two+ to Four Years of Professional supporting PC hardware and Software / Help Desk Experience
• 8570 Level II Certification - Security+ required
• Strong Customer Service skills
• Strong organizational and time management skills
• Good written, oral, and interpersonal communication skills
• Ability to work in a fast paced and changing environment
• Familiarity with ticketing systems required, ServiceNow systems would be an asset
Physical Requirements:
• Sitting for long periods
• Standing for long periods
• Ambulate throughout an office
• Stoop, kneel, crouch, or crawl as required
• Lift and carry weight up to 50 pounds (on as needed basis)
Desired Skills and Experience
• Associates Degree
• Vendor certification in the technology being applied such as Microsoft MCP, MCT, MTA or Novell CNE" Certification
• HDI Desktop Support Technician or A+ Certification
Required Clearance
• Active DoD Secret security clearance required
EOE M/F/Disability/Vet
group id: 10113865
