L1 Help Desk

TEKsystems•Sierra Vista, AZ

6d•$28 - $28•Onsite

About The Position

The L1 Help Desk technician supports the Army Enterprise Service Desk, resolving Tier 1 incidents and requests for mission partners around the globe. The role provides assistance with computer hardware, software, networks, system and application access, and telecommunications systems through telephone and self-service tickets. Technicians answer basic product questions, diagnose common issues, recommend solutions, escalate complex problems to higher tiers, and document customer interactions in a ticketing system. The position is a contract role based onsite in Sierra Vista, Arizona.

Requirements

Help desk or service desk support experience and troubleshooting skills.
Customer service skills.
Knowledge of Windows 10 and Active Directory.
Must obtain a security clearance and/or have an active Secret Security Clearance.
Strong communication skills and ability to work well with a team.

Nice To Haves

Past Department of Defense experience.
Intellectual curiosity and willingness to learn.
Transitioning veterans and military spouses are noted as having had success in the organization.

Responsibilities

Resolve Tier 1 technical problems and answer customer queries by telephone or self-service ticket.
Support computer hardware, software, network, system and application access, and telecommunications systems.
Answer basic questions about installation, operation, configuration, customization, and use of assigned products.
Use basic diagnostic techniques to identify problems, investigate causes, and recommend solutions for common failures.
Escalate complex problems to higher support tiers as required.
Document all customer interactions in a ticketing system.