Title: Help Desk Technician

Location: Rosslyn, VA

***Must have an active Secret Security Clearance***

Job Description: The Tier 1 Help Desk Technician will provide phone and in-person support to users in the areas of e-mail, directories, and standard Windows desktop applications. The Help Desk Technician will serve as the initial point of contact for troubleshooting hardware/software PC and printer problems.

Responsibilities:

• Enter trouble tickets within trouble ticketing system • Answer correspondence from users relating to computer problems and work on providing resolution • Document problems and resolutions worked on in a timely and efficient manner. • Notify appropriate IT staff of more serious network/infrastructure problems and work with them toward resolution • Work with rest of Help Desk to keep accurate logs/inventory of all software and hardware • Assist the rest of IT staff with the further development and administration of the IT Help Desk function • Obtain customer feedback information • Effectively communicate customer issues and concerns to all applicable internal staff members • Document all contacts, actions, and responses in customer database • Organize and maintain file system; files correspondence and other records • Maintain working knowledge of products and/or services • Prepares reports and correspondence as needed • Performs other duties as assigned by supervisor

Knowledge/Skills/Abilities:

• Active Secret clearance required • Experience with trouble ticketing system • MSCE Certification with some college work in Computer Science or related field preferred • 2 years of related Help Desk or technical support experience or a combination of college and work experience • Ability to react to high priority problem calls, and interface with a variety of clients • Proficiency in MS OS: Win2000, Win XP, Lotus Notes, Enterprise tools for OS deployment, software distribution, back-up and disaster recovery, client setups for Applications, backup tape support for servers, file recovery • Commitment to excellence and high standards, strong organizational skills; able to manage priorities and workflow; provide documentation and accountability • Ability to work independently and as a member of various teams and committees • Ability to understand and follow written and oral instructions, with acute attention to detail • Versatility, flexibility, and a willingness to work within constantly changing priorities with enthusiasm • Ability to support and interface with VIP/executive level personnel

We are proud to be an EEO/AA employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing.