Assistant: Help Desk Technician/Active TS/SCI/ Charlottesville, VA at Charlottesville

Description

Essential Job Functions

• Answers help desk telephones and responds to basic customer inquiries to ensure customer needs are met.
  
• Assists customers in resolving basic technical problems by providing scripted guidance regarding software and hardware problems. Resolves and/or refers more complex technical problems through a defined escalation process.
  
• Logs and tracks inquiries using a problem management database and maintains history records and related problem documentation.
  
• Identifies, evaluates, and prioritizes customer problems and complaints to ensure that inquiries are resolved appropriately.
Services include but are not limited to first responders to trouble calls, issue accounts, reset passwords, issue Blackberries and laptops, research software and hardware issues, train G2 users on software applications, and respond to user inquiries.

Must be DoD 8570 IAT Level II qualified.

Qualification

Basic Qualifications

• High school diploma or G.E.D.

• 3 years experience in a DoD classified environment.
  
• One or more years of technical training in computer support
  
• Zero or more years of technical or customer support experience
  
• Experience working with company products and operating systems
  
• Experience with solving computer-related problems
  
• Experience with company escalation policy
  

Other Qualifications

• Interpersonal skills to interact with customers and team members
  
• Communications skills
  
• Organization skills to balance and prioritize work
  
• Analytical and problem solving skills
  
• Ability to work in a team environment
• Windows 7 and Security certified
• Active Directory experience
• Remedy experience
• Windows 7 and Security certified
  

Country: USA, State: Virginia, City: Charlottesville, Company: CSC.