IT Support Technician HIRING ASAP
About The Position
Serves as the initial point of contact and resolution for IT related incidents and requests. Accepts and documents customer reports of incidents and service requests through telephone, voicemail, email, self-service portal, instant messaging, and personal visits to the Service Desk. Interfaces directly with supported end-users to provide hardware, software, and network problem resolution. Clearly and professionally communicates via phone, email, and instant messaging with end users and technicians. Troubleshoots, researches, diagnoses, documents, and resolves basic technical issues. Documents, tracks, resolves, and reports on problems and work orders using ServiceNow or other designated ticketing system. Has basic technical understanding of the technical environment, including applications, operating systems, machine configurations, and networked devices. Experience troubleshooting core services (file, e-mail, print, web, portal and transport). Escalates incident to the appropriate support organization when the incident cannot be resolved by the Service Desk.
Requirements
- Help desk support
- Help desk
- Troubleshooting
- Customer service
- Service desk
- Windows 10/11
- Active directory
- Azure AD
- Windows
- Support
- Phone support
- Ticketing system
- Office 365
- ServiceNow
- Technical support
- Microsoft office
- Password reset
- Outlook
- Customer support
- Vpn
- Helpdesk troubleshooting
- O365
- Customer service oriented
- Remote support
- A+
- support of standard networked office computing equipment (PC’s, laptops, tablets, printers)
- PC operating systems (e.g., Windows)
- Microsoft Office Suite
- standard business software applications
- smart phones
- automated ticket tracking systems
- work on a service desk
- Demonstrated ability to communicate orally and in writing.
- Must have a positive and patient customer service attitude.
- Must be able to work independently and within a team.
- Must be able to attain agency suitability clearance prior to start date.
Nice To Haves
- Formal technical training and/or further education (AA or BS) are a plus and may be substituted for some experience requirements.
- ServiceNow experience is preferred.
- Experience supporting a mid to large Federal agency enterprise is a plus.
- Mac support experience is a plus.
- No specific certifications are required, but A+, HDI, ITIL v3 Foundations or other relevant certifications are a plus.
Responsibilities
- Accepts and documents customer reports of incidents and service requests through telephone, voicemail, email, self-service portal, instant messaging, and personal visits to the Service Desk.
- Interfaces directly with supported end-users to provide hardware, software, and network problem resolution.
- Clearly and professionally communicates via phone, email, and instant messaging with end users and technicians.
- Troubleshoots, researches, diagnoses, documents, and resolves basic technical issues.
- Documents, tracks, resolves, and reports on problems and work orders using ServiceNow or other designated ticketing system.
- Escalates incident to the appropriate support organization when the incident cannot be resolved by the Service Desk.
Benefits
- Medical, dental & vision
- Critical Illness, Accident, and Hospital
- 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
- Life Insurance (Voluntary Life & AD&D for the employee and dependents)
- Short and long-term disability
- Health Spending Account (HSA)
- Transportation benefits
- Employee Assistance Program
- Time Off/Leave (PTO, Vacation or Sick Leave)
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What This Job Offers
Career Level
Entry Level
Education Level
Associate degree
