Help Desk Specialist (2nd Shift)

    22nd Century Technologies
    Vienna, VA 22027
    Full-time, Part-time
    Similar jobs pay $12.50 - $19.40

    Job Description

    Job Description

    Title: Help Desk Analyst Tier 1 & Tier 2
    Location: Downtown DC and Vienna VA
    Duration: Full Time
    Clearance: Top Secret

    Required Knowledge, Skills & Abilities
    • Must be able to demonstrate knowledge of customer service and customer support principles and methods.
    • Must be able to report, respond to, and resolve customer requests.
    • Must be able to install, configure, upgrade, and troubleshoot hardware and software components.
    • Must be able to present formal and informal training and assistance to customers.
    • Must be able to demonstrate knowledge of knowledge-based applications.
    • Must be able to participate in the planning and delivery of a full range of customer support services to the organization.
    • Functional Responsibility
    • Create tickets with basic user information and forward to the Tier 1 & 2 Service desk queue for further evaluation.
    • Answer initial calls for all user issues at the TSC including IT, Security and Facilities issues in the building.
    • Monitor ticketing queue and work on assigned tickets.
    • Resolve all issues based on priority for unclassified and classified networks.
    • Communicate effectively with users and update tickets with all relevant information.
    • Escalate issues to leadership as needed including after hours and weekend sending emails and calling on call support.
    • Support on-site shift operations 24/7/365.
    • Maintain access to email accounts, mailboxes, distribution groups, personal storage tables (PSTs) and calendars.
    • Assist with hardware decommissioning.
    • Connect printers to applicable network.
    • Serve as the first point of contact for troubleshooting hardware/software, computer systems, printer issues and multiple unclassified and classified networks.
    • Create, unlock and disable Active Directory accounts. Account creations include external networks.
    • Additional & 2 duties as assigned.
    ",
    Posting ID: 555277532Posted: 2020-05-27