Technician Help Desk managing IT support for various clients. Responsible for troubleshooting issues and ensuring user satisfaction with IT services.
About the role
- Help Desk Technician I providing technical support for user issues and troubleshooting at AMERICAN SYSTEMS. Engaging in ticket management and assisting in technical documentation and user assistance.
Responsibilities
- Create and troubleshoot tickets and provide in-person, over-the-phone, and remote technical support.
- Log all help desk requests, generate trouble tickets, record resolution actions and time, and provide status to the Government.
- Create, modify, maintain, delete, and troubleshoot Active Directory client accounts and systems.
- Troubleshoot and resolve user/client standard end user devices application and configuration problems via telephone assistance call, remote control, and at user locations, including but not limited to operating systems.
- Maintain and support end user device operating systems and application software.
- Apply configuration changes, service packs, patches, updates, and security fixes and virus definition to end user devices.
- Troubleshoot and resolve user issues with cloud-based services such as Google Workspace or Microsoft Office365.
- Perform troubleshooting to resolve software baseline applications and E-Mail problems.
- Coordinate standard system image configuration changes with the SCCM Image Team.
- Install, configure, and maintain authorized client applications and software baselines on end user devices.
- Perform minor hardware repair and replacements on government authorized computer systems.
- Create/update documentation for technical processes.
- Assist with installing/testing of system software or hardware configurations and coordinate the documentation of all hardware and software changes.
- Use the Enterprise Service Desk system to create, modify, update, and resolve customer support requests.
- Assist in the preparation of technical documentation and configuration of change requests.
Requirements
- Must be a U.S. Citizen
- Must hold active DOD Interim Secret or Secret Clearance
- Must have 1 year of demonstrated help desk, desk side or similar technical support experience.
- DOD 8570 IAT Level II certification compliance is required at hire (Such as CompTIA Security+ CE, with enrollment in the Continuing Education (CE) program).
- Experience with Microsoft Office Outlook, Excel, and Word
- Experience with ticketing systems like Remedy, ServiceNow, Connectwise, Jira, Etc.
- Experience with Active Directory, Windows devices and Windows Operating Systems (OS)
- Excellent interpersonal and communication skills (written and oral).
- Strong team player; self-assured, confident, and goal oriented.
- Ability to organize and manage multiple priorities and delegate effectively.
- Ability to solve problems and translate policies into daily routine operations.
- Keen attention to detail.
- Weekend or after-hours support may be required on occasion.
Benefits
- comprehensive benefits package
- reasonable accommodations to individuals with disabilities
- healthcare benefits
- paid leave
- retirement plans
- insurance programs
- education and training assistance
Job title
Job type
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Degree requirement
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Location requirements
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