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Executive 1 Holding Company, LLC · 17 hours ago

Tier 1 Helpdesk Technician

FDA White Oak - Silver Spring, MD 20993

Full-time

Onsite

New Grad, Entry Level

$17.50/hr - $17.50/hr

HumanTouch is looking for a Tier 1 Help Desk Technician to support their IT Service Desk for a federal government customer. The role involves providing IT support for over 22,000 worldwide customers by diagnosing and resolving routine hardware and software issues, while following existing Standard Operating Procedures and ensuring proper ticket management.

Information Technology & Services

No H1B

Security Clearance Required

Responsibilities

Help Desk Technicians provide IT support for over 22000 worldwide customers by diagnosing and resolving routine hardware and software issues

They receive requests for support via phone, email and web/intranet

Help Desk Technicians use remote assistance to assist customers if the customers PC is connected to the network

Tickets are created, modified and closed in ServiceNow; problems/requests that cannot be resolved by Tier 1 are escalated to Tier 2 and Tier 3

Help Desk Technicians research questions using available information resources, including an IT Help Desk knowledge base

Help Desk Technicians follow existing Standard Operating Procedures (SOPs) and enter or receive tickets for customer support and ensure proper closeout of tickets once resolution has been confirmed

Help Desk services are required 24 hours a day, seven days (7) a week, 365 days a year

Help Desk Technicians work 40 hour a week shifts, according to a schedule established by the IT Help Desk Manager and Supervisors

Help Desk Technicians work on site and may be eligible for some remote work if approved by the Help Desk Manager and supervisors

Qualification

Windows 7Windows 10PC troubleshootingCompTIA A+Microsoft Office SpecialistCustomer serviceProblem-solvingCommunicationLeadershipDocumentation

Required

All potential candidates must be eligible for a Public Trust Security Clearance

The Help Desk Technician should demonstrate the core competencies of communication, leadership, ability to drive change, innovative outlook, and problem analysis

They should possess proven excellent customer service skills and call tracking/problem management software experience, involving detailed documentation skills

Excellent problem-solving skills and a broad understanding of relationships between hardware and applications are necessary

Proven knowledge of basic PC troubleshooting of and Windows 7 and Windows 10

Professional attitude, company focus, and strong work ethic and proven ability to follow through on open issues and handle multiple priorities in a fast-paced environment with dynamic priorities are needed to perform the job duties

Must be able to obtain Public Trust security clearance

Ability to work shift work, which may include overnights and weekends to support 24/7/365 operations

Help Desk Specialists should have a HS Diploma or GED