Work under general supervision and perform duties in accordance with established objectives, procedures, and guidelines.
Take ownership of assigned tickets and independently resolve issues within defined processes and escalation paths.
Act as a liaison with internal and external support teams to identify, troubleshoot, and resolve hardware and software issues.
Support the stability and reliability of desktop systems across the organization.
Maintain a working knowledge of ITIL best practices and stay current with emerging technologies.
Demonstrate strong teamwork, professionalism, and customer service skills.
Apply analytical thinking and problem-solving skills to identify root causes and recommend solutions.
Provide exceptional Tier 1 technical support via phone, email, ticketing systems, and remote support tools.
Log, prioritize, and manage incidents and service requests while ensuring timely communication and updates to users.
Communicate effectively with end users and stakeholders in a professional and customer-focused manner.
Troubleshoot and resolve issues related to desktops, laptops, software applications, mobile devices, peripherals, and user access.
Perform basic troubleshooting and investigation of network, server, storage, and enterprise application issues, escalating when necessary.
Maintain and support Microsoft Windows environments, Active Directory, SCCM, and Microsoft Office 365.
Continuously develop technical knowledge and skills.
Create and maintain service desk procedures, user guides, and support documentation.
Participate in testing, deployments, and technical projects as assigned.
What you must have:
Diploma or degree in Information Technology, Computer Science, or a related field.
Minimum 1 year of experience providing technical support in a Help Desk or Service Desk environment, or an equivalent combination of education and experience.
Experience supporting users via phone, email, and in-person interactions.
Familiarity with Microsoft Windows, Active Directory, SCCM, and Office 365.
Strong troubleshooting, communication, and customer service skills.
Additional Requirements:
Must be eligible to obtain and maintain Reliability Status Security Clearance and successfully pass a Controlled Goods Program (CGP) assessment.
Must be flexible with work schedules, as support coverage may be required during extended business hours (Monday to Friday, 7:00 AM – 8:00 PM Eastern Time).
Salary/Rate Range: $28.00 –$3.006/hour (T4)
Thank you for your interest in this opportunity. If you are selected to move forward in the process, we will contact you directly. If you do not hear from us, we encourage you to continue visiting our website for other roles that may be a good fit.
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