Service Desk Technician

Na Ali'i Consulting & Sales, LLC.•Arlington, VA

14d•$70,000 - $80,000•Onsite

About The Position

Nakupuna Solutions is looking for a Service Desk Technician. The following reflects management’s definition of essential functions for this job but does not restrict the tasks that may be assigned. Management may assign additional duties and responsibilities to this job at any time due to reasonable accommodation or other reasons. Specific duties include: Effectively and politely communicate with customers and understand their issues Provide first line support for any technical issues and problems in person, via phone, and electronically Triage, understand, and route issues to the correct resources, track requests and document resolutions Walk customers through troubleshooting procedures as well as train computer users Install, modify, and repair computer hardware, software, and peripherals Run diagnostic applications to resolve problems Follow up with customers to ensure issues have been resolved Install and test computers, printers, and other peripherals; configure operating system and application software programs using NMCI Network services and tools Web Application Support: Provide technical customer support for the daily operations and training of web-based applications to customers at different levels of IT knowledge as well as different levels of seniority, from junior legal support staff to a senior Presidential Appointed Senate Confirmed executive Working Knowledge and Skills Related to Web Application Support: Capable of working independently and with demonstrated working knowledge of Web 2.0 type application tools including online collaboration tools such as the following: forums, blogs, wikis, and media libraries; email list operation; and application group and user-rights management. Able to support and train customers in the use of these Web 2.0 type application tools Proficient in the NMCI NET tool Demonstrated, advanced experience in IT help desk and hands-on customer service supporting a full range of knowledge levels and seniority, with support levels ranging from positions equivalent to junior legal support staff to Presidential Appointed Senate Confirmed executives Demonstrated. advanced experience with the Windows operating system and Office 365 from a customer point of view

Requirements

Excellent communication, customer service and problem-solving skills. Multi-tasking, attention to detail and, and solid judgment. Takes initiative, adaptable and customer service oriented.
Must currently hold an active Secret Clearance or qualify for an Intirm Secret Clearance. Clearance will be required before starting on-site. Must be a U.S. citizen.
This position requires a minimum of two years of professional experience. Working knowledge of fundamental operations of relevant software, hardware, and other equipment. Experience in call tracking applications and customer service practices. Related experience and training in troubleshooting and providing help desk support.
8570 IAT I or higher (CompTIA A+, CompTIA Network+ or SSCP)
Ability to perform repetitive motions with the hands, wrists, and fingers
Ability to engage in and follow audible communications in emergency situations
Ability to sit for prolonged periods at a desk and working on a computer
Ability to lift standard computer workstations and monitors and maneuver into tight spots to access wires and cable when assisting with the move of a workstation as well as assemble monitor to monitor stands

Responsibilities

Effectively and politely communicate with customers and understand their issues
Provide first line support for any technical issues and problems in person, via phone, and electronically
Triage, understand, and route issues to the correct resources, track requests and document resolutions
Walk customers through troubleshooting procedures as well as train computer users
Install, modify, and repair computer hardware, software, and peripherals
Run diagnostic applications to resolve problems
Follow up with customers to ensure issues have been resolved
Install and test computers, printers, and other peripherals; configure operating system and application software programs using NMCI Network services and tools
Web Application Support: Provide technical customer support for the daily operations and training of web-based applications to customers at different levels of IT knowledge as well as different levels of seniority, from junior legal support staff to a senior Presidential Appointed Senate Confirmed executive
Working Knowledge and Skills Related to Web Application Support: Capable of working independently and with demonstrated working knowledge of Web 2.0 type application tools including online collaboration tools such as the following: forums, blogs, wikis, and media libraries; email list operation; and application group and user-rights management. Able to support and train customers in the use of these Web 2.0 type application tools
Proficient in the NMCI NET tool
Demonstrated, advanced experience in IT help desk and hands-on customer service supporting a full range of knowledge levels and seniority, with support levels ranging from positions equivalent to junior legal support staff to Presidential Appointed Senate Confirmed executives
Demonstrated. advanced experience with the Windows operating system and Office 365 from a customer point of view