Help Desk Technician (Part-Time)

AMERICAN SYSTEMS•Mclean, VA

About The Position

AMERICAN SYSTEMS is an employee-owned federal government contractor supporting national priority programs through our strategic solutions in the areas of Information Technology, Test & Evaluation, Program Mission Support, Engineering & Analysis, and Training. The shift for this position is Monday, Tuesday, Thursday from 8:00 PM – 11:00 PM EST and Saturday - Sunday from 12:00 PM - 3:00 PM EST with a total of 15 hours per week.

Requirements

Must have an active DOD Secret clearance or higher.
1+ years of help desk experience preferred.
Must be able to work independently and responsibly without direct supervision.
Outstanding oral and written communication skills and attention to detail.
Technical troubleshooting skills in researching and documenting resolutions.
Friendly presence and helpful attitude; good interpersonal skills.
Ability to provide technical support over the phone; good phone skills.
Accurately and consistently document all work; good writing skills.
Good problem-solving skills; ability to visualize a problem or situation and think abstractly.
Ability to handle constantly changing flow of traffic; be able to multitask effectively.
Working knowledge of standard operating systems, applications, and networking.

Responsibilities

Answer incoming calls/emails from customers to provide basic help desk support and troubleshoot user problems.
Provide professional customer service and timely resolution or escalation of issues.
Perform user data corrections and respond to questions.
Assist users with moving their accounts between locations, updating contact information and setting up alerts on multiple devices.
Send more complicated user issues to appropriate hierarchy for troubleshooting.
Learn fundamental operations of commonly used software, hardware and other equipment.
Accurately log all service requests and document resolutions using call tracking software.
Educate end users on appropriate system use and share technology best practices.
Exercise patience and professionalism during stressful situations.