Service Desk Technician (Secret Or TS Clearance Required)

TEKsystems•Falls Church, VA

22h•$31 - $41•Onsite

About The Position

As a Service Desk Support Technician (Tier 2), you will act as a model of customer service excellence to all organizational staff members in supporting the Department of War user community. You will be working with a team of professionals providing end user support relative to software, hardware, and network assistance and you will interact daily with the customer to ensure productivity and provide resolution to IT issues that the end-users may have with existing desktops, laptops, software installations issues, and other critical needs. The Service Desk Technician is predicated on Tier 2 diagnostic experience and judgment, as well as the application of pre-established workflow procedures and instructions to identify research and resolve technical problems. Additionally, the Deskside Support Technician documents, tracks and monitors the incidents, and work orders to ensure a timely resolution. Highlights of Responsibilities: • MS Outlook, Active Directory, BitLocker support • Documents Incident with detailed break-fix steps and resolution in Remedy/ServiceNow ticket tracking system. • Provides advanced Customer Service and Support. • Communicates with high profile customers in a professional and courteous manner. • Performs installs, upgrades, and configures customer-specific hardware and software. • Accepts warm transfers from other technicians to continue remote support. • Performs advanced troubleshooting to isolate and diagnose IT problems on desktop equipment and peripherals, including software and hardware. • Provides remote and on-site troubleshooting for hardware and software support. • Troubleshoots and supports Windows operating systems, advanced MS Office product issues, and other IT issues. • Upgrades software components as required. • Provides customers with network technical support. • Instructs customers and support staff in use of equipment and software. • Possesses the ability to complete multiple simultaneous projects in a timely manner. • Interfaces with infrastructure, Network Operations, database, and development personnel.

Requirements

Clearance Required: Secret clearance or higher
Strong customer service orientation.
Proven analytical and problem-solving abilities.
Ability to effectively prioritize and execute tasks in a high-pressure environment.
Good written, oral, and interpersonal communication skills.
Ability to conduct research into PC and software issues and products as required.
Ability to present ideas in business-friendly and user-friendly language.
Highly self-motivated and directed.
Keen attention to detail.
Team-oriented and skilled in working within a collaborative environment.
Required Experience: 2+ years of professional experience supporting PC hardware and software systems.
Required Education: High School or GED, including consideration of vendor certification in the technology being applied such as Microsoft MCP or Novell CNE
8570 Level II Certification, Sec+
ITILv4 Foundation minimum certification preferred.

Responsibilities

MS Outlook, Active Directory, BitLocker support
Documents Incident with detailed break-fix steps and resolution in Remedy/ServiceNow ticket tracking system.
Provides advanced Customer Service and Support.
Communicates with high profile customers in a professional and courteous manner.
Performs installs, upgrades, and configures customer-specific hardware and software.
Accepts warm transfers from other technicians to continue remote support.
Performs advanced troubleshooting to isolate and diagnose IT problems on desktop equipment and peripherals, including software and hardware.
Provides remote and on-site troubleshooting for hardware and software support.
Troubleshoots and supports Windows operating systems, advanced MS Office product issues, and other IT issues.
Upgrades software components as required.
Provides customers with network technical support.
Instructs customers and support staff in use of equipment and software.
Possesses the ability to complete multiple simultaneous projects in a timely manner.
Interfaces with infrastructure, Network Operations, database, and development personnel.