Helpdesk Support
Fairfax, VA
Full Time
Mid Level
Helpdesk Coordinator
Main Points
Basic Functions:
Main Points
- Will be providing tier I support
- Must have associates degree or higher level of education
- Must have 1+ years experience
- Must have knowledge of troubleshooting Microsoft Office Suite
- Pay: 20-22/hr.=converting at 45k+
Basic Functions:
- IT support relating to technical issues involving Microsoft's core business applications, as well as virtual environments built on Citrix, Microsoft, and VMware.
- Assist, plan and coordinate with vendors about hardware purchases
- Assist Admin Support team in answering calls
- Implement and support disaster recovery solutions.
- Serves as the Tier 1 and Tier 2 support for the computer user community.
- Responds to customers via phone, in person, and through remote support channels.
- Follows established procedures to process IT requests for services and troubleshoots IT incidents to either resolve or escalate outside the Service Desk according to service level guidance.
- System documentation to include system reviews and recommendations.
- Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes, or agreed outages.
- Improve customer service, perception, and satisfaction.
- Ability to work in a team and communicate effectively.
- Escalate service issues that cannot be completed within agreed service levels.
- Communicate to customers: keeping them informed of progress, notifying them of impending changes, agreed outages, etc.
- Maintain specific knowledge of the customer and how IT relates to their business strategy
- Associate's degree in Computer Science or a relevant field, or an equivalent combination of education and professional experience, and appropriate technical certifications.
- One year general experience.
- Ability to gain and/or maintain a Public Trust clearance.
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