Help Desk Technician - Level 1

Trigyn's direct government client has a long term need for Help Desk Technician in Baltimore, MD.NOTE: This assignment will be Monday through Friday, 3 11 PM. Description:The Help Desk Technician provides telephone, E-mail and in-person support to users for technology-related issues concerning hardware, software applications and the network environment. The Help Desk Technician generally serves as the initial point of contact for troubleshooting user issues and concerns.Roles and Responsibilities: Serves as the first point of contact for customers seeking technical assistance via the phone or by E-mail. Performs remote troubleshooting through asking pertinent questions or diagnostic techniques. Determines the best solution based on the issue and details provided by the customer. Walks the customer through the problem-solving process. Directs unresolved issues to the next level of support personnel. Records events and problems and their resolution in a log system. Sets up and/or configures new equipment; reconfigures and/or moves existing equipment. Passes on any feedback or suggestions from customers to the appropriate team member. Identifies and suggests possible improvements in procedures and processes. Requests higher level support personnel to assist with complex maintenance, deployment and support tasks. Excellent writing and oral communications skills. Strong organizational and interpersonal skills. Strong listening skills. Tech savvy with working knowledge of office automation products, printing, databases, remote access and security applications. Ability to diagnose and resolve basic technical issues. Customer-oriented and cool-tempered.Experience: At least two (2) years of work experience directly staffing a centralized computer help desk in a large organization (> 2,000 users/customers). Demonstrated ability to resolve technical issues, effectively communicate orally and in writing, and display a positive customer service attitude.Education: High School Degree or equivalent required; Associate Degree and/or related Technical Degree preferred.Certification: CompTIA A+ or equivalent preferred.BALTIMORE CITY RESIDENTS ARE ENCOURAGED TO APPLY!For Immediate Response call 732-876-7624, or send your resume to RecruiterLS@Trigyn.comTRIGYN TECHNOLOGIES, INC. is an EQUAL OPPORTUNITY EMPLOYER and has been in business for 30 years. TRIGYN is an ISO 9001:2015, ISO 27001:2013 (ISMS) and CMMI Level 5 certified company.