IT Helpdesk Technician II – Service Center

Chenega Corporation•Washington, DC

9d•Onsite

About The Position

Chenega Agile Real-Time Solutions (CARS) is seeking an IT Helpdesk Technician II – Service Center to provide in-person desktop support for users located at FCC HQ and GB campuses. This role supports Tier II technical troubleshooting and workstation setup.

Requirements

Must be a U.S. citizen and able to obtain Public Trust Clearance
Successfully pass background and drug screening

Nice To Haves

Active CompTIA A+ certification (preferred)
Ability to work independently and yet be effective within a team setting
Must be capable of managing multiple efforts with time-related constraints in a fast-paced environment
Able to remain composed and professional while speaking to customers
Demonstrated ability to effectively communicate and collaborate with diverse internal and external stakeholder groups and individuals
Friendly presence, helpful attitude, good interpersonal skills, and ability to work well with others.
Excellent skills in Microsoft Word, Excel, and other Office applications
Ability to train end users on frequently asked technical issues.
Ability to provide technical assistance and support over the phone; good phone skills, professional demeanor, and previous customer service experience strongly desired.
Good problem-solving skills; ability to visualize a problem/situation and think abstractly to solve it

Responsibilities

Respond to end-user tickets for hardware, software, and network issues.
Write clear and straightforward email correspondence with users to relay pertinent information or instructions.
Track and resolve issues using ticketing systems.
Provide VIP support as needed and maintain documentation.
Answering and managing incoming calls routed through automated call distribution system
Monitor SLA compliance for assigned tickets.
Other duties as assigned.