Tier 1 Help Desk Technician
Vacancy expired!
InquisIT is a high-energy, forward-thinking, advanced technology company that provides the Federal Government and select private-sector organizations with an impressive array of services and solutions. Company expertise includes Systems Engineering, Enterprise Infrastructure, Cyber Security, Management Services, and Software Support. The company demonstrates a new brand of leadership—one that fosters trust, integrity, excellence, and yields high degrees of success and loyalty among employees and customers. How do we do it? We give customers something different. InquisIT is a company that demonstrates relentless dedication and commitment to its customers and our people; a company that has been brought in on multiple occasions to clean up after large integrators; a company that delivers real results and metrics—versus ideas and concepts; a company that thinks that the old “80% is good enough” should never be tolerated in government; and a company that believes in being a steward of the American taxpayer in everything we do.Why do we feel this way? We embrace the belief that by providing the best service possible to the government, we ultimately provide the best service to our nation.
Job summaryInquisIT’s is seeking a Help Desk Specialist to join us in Washington D.C.Serves as initial point of contact for end-users, gathering information, assessing issues, and routing help desk calls to the appropriate IT support staff. Primary Job Responsibilities- Provides basic level support and resolution for Tier I incidents and service requests
- Diagnoses, troubleshoots, and resolves end-user incidents, issues, and problems
- Manages all end-user interactions with the help desk from beginning to end, including coordinating Tier II and III responses
- Opens, tracks, and closes tickets
- Provides remote support, including but not limited to password unlocks/resets, uninstalling/ reinstalling approved application packages, verifying application configurations, and resolving printer issues
- Assists in maintaining knowledge base with accurate and up to date information relating to current IT policies, procedures, and troubleshooting techniques
- Provide deskside support when required
- Provide excellent customer service
- Bachelors degree in Computer Science, Information Technology, Cyber Security or relevant technology-related field or equivalent experience preferred
- 1-3 years of experience in Help Desk or Customer Service Support, providing remote troubleshooting and technical support by phone, email, and chat
- Excellent verbal/written communications skills
- General knowledge of Windows 7/10 operating systems
- General knowledge of MS Office 2016/365, iManage Document Management System, Adobe Acrobat, Google Chrome, Citrix, Cisco AnyConnect, Internet Explorer, and GoToMeeting
- Customer-centric and able to handle requests in a timely manner
- Demonstrated experience collaborating with technicians, administrators, and engineers to identify and resolve incidents and problems
- CompTIA A+, CompTIA Net+ or Microsoft Certified Professional preferred
Vacancy expired!