IT Helpdesk Technician II – Service Center

Chenega Corp • Washington, DC

3d • Onsite

About The Position

Chenega Agile Real-Time Solutions (CARS) is seeking an IT Helpdesk Technician II to provide in-person desktop support for users at FCC HQ and GB campuses. The role provides Tier II technical troubleshooting and workstation setup in support of Federal customers. CARS provides integrated enterprise IT support to Federal customers in the United States and overseas.

Requirements

• Bachelor’s degree with an Information Technology background through coursework or extracurricular experience; or a high school diploma or GED and at least 4 years of relevant experience. Post-secondary education may substitute for experience on a year-for-year basis.
• Must be a U.S. citizen and able to obtain Public Trust Clearance.
• Must successfully pass background and drug screening.
• Ability to work independently and effectively as part of a team.
• Ability to manage multiple efforts with time-related constraints in a fast-paced environment.
• Ability to remain composed and professional when speaking with customers.
• Ability to communicate and collaborate effectively with diverse internal and external stakeholders.
• Friendly presence, helpful attitude, good interpersonal skills, and ability to work well with others.
• Excellent skills in Microsoft Word, Excel, and other Office applications.
• Good problem-solving skills, including the ability to visualize situations and think abstractly to solve problems.

Nice To Haves

• Active CompTIA A+ certification.
• Good phone skills, professional demeanor, and previous customer service experience are strongly desired.

Responsibilities

• Respond to end-user tickets concerning hardware, software, and network issues.
• Write clear email correspondence to users with relevant information or instructions.
• Track and resolve issues using ticketing systems.
• Provide VIP support as needed and maintain documentation.
• Answer and manage incoming calls routed through an automated call distribution system.
• Monitor SLA compliance for assigned tickets.
• Train end users on frequently encountered technical issues.
• Provide technical assistance and support over the phone.
• Perform other duties as assigned.

Benefits

• The company describes a broad range of benefits but does not specify individual benefits in the posting.
• Professional development opportunities, including on-the-job learning and formal development programs.
• Well-being programs.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level