Help Desk Technician Tier I (Washington D.C.)
About The Position
CODE Plus, Inc. is an experienced IT government contractor based in Fairfax, VA, with additional offices in Huntsville, AL, and Oak Ridge, TN. With 31 years in business, the company services various agencies within the Federal sector. Their mission is to deliver high-quality, cost-effective solutions that empower clients to achieve their goals. CODEplus values teamwork, integrity, and technical excellence, and prides itself on maintaining long-standing partnerships built on trust and results. They are currently seeking a Tier 1 Helpdesk Technician for their Helpdesk operations in Washington, DC.
Requirements
- Proven (2 years) experience in a service desk or technical support role, with expertise in incident management and problem resolution.
- Strong knowledge of mobile devices, operating systems, audiovisual equipment, and video teleconference systems.
- Experience in ServiceNow ticketing system
- Familiarity with technical refresh processes, including hardware deployment and software installations.
- Excellent communication skills, both written and verbal, with a focus on providing exceptional customer service.
- Ability to work efficiently under pressure, prioritize tasks, and meet deadlines.
Nice To Haves
- Relevant certifications such as ITIL, CompTIA A+, or HDI Support Center Analyst
Responsibilities
- Serve as the first point of contact for end-users, logging incidents, and service requests promptly and accurately.
- Diagnose, troubleshoot, and resolve end-user problems related to hardware, software, mobile devices, audiovisual equipment, and video teleconference systems.
- Document incidents, solutions, and service requests in detail, ensuring accurate records for future reference.
- Provide technical support for mobile devices, including smartphones and tablets, ensuring seamless integration, and troubleshooting issues related to connectivity and applications.
- Support audiovisual and video teleconference equipment, configuring, troubleshooting, and maintaining systems to ensure optimal functionality during meetings and presentations.
- Assist in technical refresh projects, deploying new laptop hardware, performing operating system upgrades, and installing specialized software as per organizational requirements.
- Collaborate with IT teams to ensure smooth transitions during hardware and software upgrades, minimizing downtime and user disruption.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
Number of Employees
11-50 employees
