Helpdesk Technician, NOC Tier 1

Patriot, LLC•Washington, DC

1d•$30,000 - $40,000•Onsite

About The Position

Patriot, LLC is looking for a Helpdesk Technician NOC Tier 1 to support our client's mission for the following shift Monday - Friday 7 a.m. to 3:30 p.m. This role involves receiving and resolving Level 1 requests via phone, e-mail, and the Service Now ticket system, and escalating alerts to appropriate personnel. The technician will provide Tier I support to resolve problems on internal and customer systems, escalating issues to Tier II/III support as needed. Responsibilities include interfacing between customers/engineers and vendors/providers using Remedy, monitoring network appliances, infrastructure, servers, operating systems, software applications, and hardware, and working as a team member to meet or exceed service level targets. The role requires exceptional communication and customer service skills, the ability to multitask efficiently, and to work independently or as part of a team in a dynamic environment. Knowledge of Windows & Mac hardware and software, and experience managing and supporting end-user devices are essential. The position may also involve performing physical inventory validation as requested and other duties as assigned.

Requirements

1-3+ years of experience as a Help Desk Technician
Possesses a range of skills and knowledge in computer hardware and software
Extensive experience supporting Microsoft based platforms (Windows 7 or higher, Active Directory, Microsoft 365, Office Productivity Suite)
Proficient in Remote Desktop services and Active Directory management
Knowledge of Windows & Mac hardware and software products for troubleshooting efforts
Managing and supporting end-user devices, such as desktop systems and other peripheral equipment
Working knowledge of Service Now
Asset Lifecycle Mgmt./Maint.
Experience in understanding VPN and LAN/WAN network troubleshooting
Understanding of internet security and data privacy principles
Excellent written and oral communication skills and a customer satisfaction attitude.

Nice To Haves

Experience with Remote support, remote support tools, and Service Now is desired.

Responsibilities

Receive and resolve Level 1 requests via phone, e-mail and Service Now ticket system; escalate alerts to appropriate personnel.
Provide Tier I support to resolve problems on internal and customer systems and escalate problems to Tier II/III support.
Escalate and communicate customer issues and network related alerts to Level 2 NOC staff, management and administration as defined by policies and escalation procedures.
Interface between customers/engineers, vendors/providers leveraging Remedy while managing network operations using various network management tools.
Monitor network appliances/infrastructure, servers, operating systems, software applications, and hardware.
Monitor system availability and performance tools. Work as a team member to meet or exceed service level targets.
Demonstrate exceptional oral and written communications, including customer service skills with attention to detail; ability to multi-task efficiently; work independently and/or as a part of a team with capability to be proactive and resourceful in managing multiple priorities in a dynamic and fluid environment.
Managing and supporting end-user devices, such as desktop systems and other peripheral equipment.
Perform physical inventory validation as requested
Other duties as assigned