Technician I, Help Desk

Chenega Corporation•Chantilly, VA

12h•Onsite

About The Position

On-site support for Tier 1 & 2 levels of technical issues for remote or in-person end users. This role requires excellent problem-solving, communication, and interpersonal skills, along with patience, a customer-friendly attitude, and the ability to work in a team environment. Experience with Microsoft O365 services and desktop support is essential. The candidate must possess customer-oriented experience and strong patience to handle difficult customers and issues. This position requires the candidate to be on-site full-time.

Requirements

An associate’s degree in computer science or related field is preferred.
Minimum of 2 years’ experience with desktop support.
Minimum of 1 year supporting Microsoft O365
Minimum of 1-year experience administrating Windows 10
Minimum of 2 years’ experience creating Active Directory accounts
Must have at least one CompTIA A+, CompTIA Network+ or current Microsoft Certification
Strong customer service and team skills proven customer interaction and customer support experience.
Excellent customer service skills with the ability to multi-task.
Must have the ability to rely on experience to correct technical problems.
Identifies and resolves problems in a timely manner.
Gathers and analyzes information skillfully and develops alternative solutions.
Ability to work well in group problem solving situations.
Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.
Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the public.

Responsibilities

Responsible for problem intake through ServiceNow ticketing system, email, in person or other communication methods.
Accept initial trouble reports; providing problem documentation and reporting services; diagnosing and resolving desktop, printer, mobile device, and LAN hardware and software problems.
Maintain a high level of customer service by accepting and documenting complaints, managing customer follow ups and contacts, and providing proactive updates to customers.
Documenting Standard Operating Procedures (SOP) related to support.
Assist the customer through the problem-solving process and follow-up with resolution verifications.
Responsible for initial trouble report of LAN connectivity problems before escalating to network team.
Support Polycom Teams desk telephone.
Support onsite HP/Poly telephone and conference rooms AV equipment.
Participate in bi-monthly on-call help desk rotation, including delegation and assigning tickets during the work week, and monitoring and supporting high priority requests after hours.
Monitor site network equipment as needed.
Other duties as assigned.