Back to all Jobs See more jobs

Helpdesk Technical Support - TS/SCI

  • Full-Time
  • Springfield, VA
  • Improvix Technologies
  • Posted 3 years ago – Accepting applications
Job Description
Technical Knowledge, Skills and Responsibilities:
  • Receives, documents, triages, escalates, and responds to all customer requests within acceptable timeframe, as defined by the current Service Levels. (Tier 1 and 2 support)
  • Properly documents, prioritizes, and escalates, utilizing the Help Desk ticketing system, all reported problems together with the appropriate resolution required for solving each problem.
  • Works with outside vendors, as appropriate, to coordinate procurement and repair of personal computer equipment and printing technologies.
  • Provides communication to appropriate departments and groups regarding system alerts or outages, planned upgrades, restoration activities, and technology asset management.
  • Performs laptop/tablet/desktop support, including configuration of software/hardware, troubleshooting/repair of software/hardware issues, and support of desktop initiatives and projects, as necessary.
  • Maintains the technical competency and proficiency required for answering most common questions submitted to the Help Desk. Provides support for line-of-business applications, Windows applications, as well as common printing & network issues.
  • Participates in Infrastructure Team meetings, as required, and meets with appropriate Technology managers on a regular basis to discuss activities, solutions, and recommendations for improvement.
  • Performs other duties, as required.
  • Required Qualifications
  • Education and Experience:
  • Windows and Office experience
  • Active Directory maintenance and Exchange 2007 & 2010
  • PC hardware, Printers, scanners, computer peripherals, Mobile devices (iOS, Android)
  • Client PC connectivity - ethernet, TCP/IP and VPN
  • File server knowledge
  • Strong customer service and troubleshooting skills
  • Ability to communicate technical information, both verbal and written, to a wide range of end-users
  • 2 years+ experience working in a Windows environment
  • Bachelor’s Degree in an IT-related field

Basic Qualifications:
  • Motivated, with high integrity, honesty and ethics
  • Ability to obtain a Top Secret Clearance (US Citizenship required)
  • Must have effective communication skills to ensure the customers and solution team(s) are aware of any changes, issues, or needs
  • Strong work ethic, energetic, motivated to complete tasks in a timely manner, possess an attitude of commitment to the mission, and clear accountability
  • Translates technical terminology into common business language to ensure understanding by all stakeholders
  • Maintains relationships with appropriate technology partners (internal and external) in developing, deploying, and supporting technical solutions, if necessary
  • Encourages teamwork and performance toward business goals and objectives
  • Exhibits strong professionalism and reacts well under pressure and stressful circumstances
  • Proven ability to make and implement difficult decisions while respecting the needs and ideas of our clients, partners and team members
  • Exercises sound judgment in decision making
  • Driven by performance, success of the client and the delivery of results
  • Comfortable in a fast-paced, complex and sometimes ambiguous environment
  • Must be visible to customer and bring value and confidence to customer relationships
Apply to this Job