Help Desk Support Technician II
About The Position
Provides technical assistance and training to system users. Responds to users' requests for assistance by phone and in person, generally handling non-routine technical issues. May staff a help desk or information center. Installs and modifies personal computer and network hardware, software, and peripherals. Diagnoses hardware, software, and operator problems and takes remedial actions or recommends procedural changes. Loads and configures operating systems and applications such as word processing, database, and spreadsheet programs. Requires comprehensive knowledge of employer's stand-alone and networked personal computers and related peripheral equipment, and of commonly used stand-alone and networked applications. Requires a working knowledge of operating systems such as Windows, MAC, or UNIX.
Requirements
- 3 years+ experience working in an IT environment
- Strong customer service both verbal and written to a wide range of end-users
- Strong troubleshooting skills
- PC hardware, printers, scanners, computer peripherals, Mobile devices (iOS)
- Windows 10, Office 365
- Requires comprehensive knowledge of employer's stand-alone and networked personal computers and related peripheral equipment, and of commonly used stand-alone and networked applications.
- Requires a working knowledge of operating systems such as Windows, MAC, or UNIX.
- Security+ Certification
- Secret Clearance, Must Have Clearance to Start
Nice To Haves
- Obtain Microsoft certification within 6 months (Computing environment)
- ServiceNow/Other Ticketing System experience
Responsibilities
- Provides technical assistance and training to system users.
- Responds to users' requests for assistance by phone and in person, generally handling non-routine technical issues.
- May staff a help desk or information center.
- Installs and modifies personal computer and network hardware, software, and peripherals.
- Diagnoses hardware, software, and operator problems and takes remedial actions or recommends procedural changes.
- Loads and configures operating systems and applications such as word processing, database, and spreadsheet programs.
- Handle Tier 2 service desk calls and escalations through tickets and/or phone.
- Follow up on ServiceDesk tickets and fulfill/resolve in a timely resolution.
- Assist with basic hardware/software/user troubleshooting and first call resolution calls.
- Mobile device and printer management.
- Manage documents for tracking assets, tickets, and/or other items as needed.
- Other duties may be added and/or assigned as needed.
Benefits
- Employees of Agile Defense are our number one priority, and the importance we place on our culture here is fundamental.
- Our culture is alive and evolving, but it always stays true to its roots.
- Here, you are valued as a family member, and we believe that we can accomplish great things together.
- Agile Defense has been highly successful in the past few years due to our employees and the culture we create together.
- We call it the 6Hs, the values that define our culture and guide everything we do.
- Together, these values infuse vibrancy, integrity, and a tireless work ethic into advancing the most important national security and critical civilian missions.
- It's how we show up every day.
- It's who we are.
- Happy - Be Infectious.
- Helpful - Be Supportive.
- Honest - Be Trustworthy.
- Humble - Be Grounded.
- Hungry - Be Eager.
- Hustle - Be Driven.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
