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Help Desk Technician

Job Description:

Job Description

The Help Desk Systems Administrator will be a member of a leading edge, dynamic technical program - NEWTTON. This program is a small development program in Washington DC with Agile Development and migration to the cloud. This development program is a workflow tool to engage linguists for the Intelligence Community.

The Help Desk Systems Administrator is responsible for Tier 1 and 2 helpdesk activities, responding to user concerns, and Tier 3 systems administration work. The Tier 1 and 2 Help Desk activities are creating and disabling accounts, changing passwords, ensuring functionality of the system. The Tier 3 support includes trouble shooting application issues within Windows Servers, migrating data between multiple systems, and coordinating development efforts for system issues. The Helpdesk is required to support 6:00 AM - 6:00 PM Monday - Friday. There are two Helpdesk Shifts: 6:00 AM - 2:00 PM and 10:00 AM - 6:00 PM.

Primary Responsibilities

  • Provide first level contact and convey resolutions to customer issues.
  • Properly escalate unresolved queries to the next level of support.
  • Track, route and redirect problems to correct resources.
  • Update customer data and produce activity reports.
  • Walk customers through problem solving process.
  • Follow up with customers, provide feedback and see problems through to resolution.
  • Utilize excellent customer service skills and exceed customer's expectations.
  • Ensure proper recording, documentation and closure.
  • Recommended procedure modifications or improvements.
  • Preserve and grow your knowledge of help desk procedures, products and services.
  • Additional duties may include, fielding software updates, system testing and enhancements, metrics gathering, report creation, and implementation of both operational and technical requirements into a production environment.
  • The candidate will use their strong, well-rounded foundation of technical skills and experience encompassing a broad range of information technology (IT) fields including hardware, software, networks, and information security.
  • Working in a team-oriented help desk/technical support environment and will be working in Sponsors IT systems and networks.

Basic Qualifications

  • Bachelor's Degree and 2-4 years of prior relevant experience or Master's Degree with less than 2 years of prior relevant experience or High School Diploma and 4 years of prior relevant experience
  • Cleared at the Top Secret level with the ability to pass a CI polygraph
  • Proven working experience in providing help desk support
  • Experience in identifying technical problems, troubleshooting a variety of hardware and software issues, and engineering technical solutions.
  • Windows System Administration experience
  • Working knowledge of help desk software, databases and remote control
  • Strong client-facing and communication skills
  • Advanced troubleshooting and multi-tasking skills
  • Customer service orientation.

Preferred Qualifications

  • Experience migrating systems to the cloud
  • AWS/Cloud experience
  • VMWare experience
  • Experience with Oracle Databases
  • Security+ Certification
  • Microsoft Certification

Company Name:
Security Clearance:
WASHINGTON, District of Columbia
United States
Not Specified
Job Number:

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