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Help Desk Technician - Level 1
•30 days ago
| Estimated Pay | $53 per hour |
|---|---|
| Hours | Full-time, Part-time |
| Location | Fairfax, Virginia |
Compare Pay
Estimated Pay We estimate that this job pays $52.77 per hour based on our data.
$33.96
$52.77
$78.15
About this job
Description
Please note only candidates who live in one of the following states will be considered: Virginia, Maryland, District of Columbia, New York, New Jersey, Missouri, Florida, Louisiana, Kansas, Colorado, South Carolina, North Carolina, Pennsylvania, and Texas.
We are a team of visionary leaders who shift the paradigm to bring our customers game changing innovations and emerging technologies to strengthen their missions. As a Vision, Mission, and Driven company, VMD has been delivering information technology solutions to the Federal government in Agile Engineering, Cybersecurity, and Critical Infrastructure Protection since 2002.
Why Join VMD Corp?
At VMD you have the opportunity to thrive in your career and become a Game Changer. The quality and talent of our people is what drives the success of VMD. We embrace an employee-first culture and make it a priority to provide professional development opportunities that foster career growth.
We help protect American Citizens and the nation's most critical infrastructure by working alongside our customers and delivering game changing solutions to strengthen their missions. We believe our passion and commitment to achieve our customers' goals and solve their most critical challenges defines who we are. We don't just dream big, we act on it - through teamwork, dedication, and resilience.
Learn more about VMD culture here:
We help protect American Citizens and the nation's most critical infrastructure by working alongside our customers and delivering game changing solutions to strengthen their missions. We believe our passion and commitment to achieve our customers' goals and solve their most critical challenges defines who we are. We don't just dream big, we act on it - through teamwork, dedication, and resilience.
Learn more about VMD culture here:
About the Mission You Will Join:
VMD is supporting a large federal contracting company with the delivery of a 10-year contract supporting the Federal Aviation Administration's (FAA) Integrated Service Center (ISC).
VMD is supporting a large federal contracting company with the delivery of a 10-year contract supporting the Federal Aviation Administration's (FAA) Integrated Service Center (ISC).
Your Impact to the Mission:
VMD is seeking aHelpdesk Technician - Level 1to assist customers experiencing problems with IT resources, or requesting new services.VMD leads the way to provide customer-centric IT Service Management (ITSM) focused on improving service, and leveraging processes and strategies with an emphasis on timely IT services and support.
TheHelpdesk Technician will be part of the (Level 1) Remote Support team, responsible for receiving incoming and making outgoing phone calls to the FAA employee and non-employee user base which spans the globe in support of the US and its interests abroad. In this role you will interact with end-users to provide second level or Level 1 technical support to resolve, track, and manage technical problems within Remedy.
TheHelpdesk Technician will be part of the (Level 1) Remote Support team, responsible for receiving incoming and making outgoing phone calls to the FAA employee and non-employee user base which spans the globe in support of the US and its interests abroad. In this role you will interact with end-users to provide second level or Level 1 technical support to resolve, track, and manage technical problems within Remedy.
Responsibilities:
- Effectively communicates with end-users via telephone, email and chat to ensure excellent service is provided.
- Resolves account, operating system, application, software, mobile device, desktop and network issues to restore service in a timely manner.
- Ensures troubleshooting and resolutions are accomplished using industry best practices, resolves technical issues, ensures issues are resolved per FAA direction, and documents steps taken.
- Collects and documents necessary information for appropriate escalation to level 3 technical teams, or to identify the need for hardware replacement, if unable to resolve requests on contact.
- Provides support for PC Computer off-the-shelf (COTS) products and enterprise-wide customer applications.
- Performs installation of various software applications onto end-user PCs via existing processes.
- Suggests updates to the knowledge base by creating documentation describing issues encountered, their resolutions, and works on the development of processes and documentation to improve the ability of technical support personnel to detect and resolve problems.
- Uses ITSM and Remedy ticket processes to document actions taken.
Experience Needed to Be Successful:
- Must possess excellent communication skills, be dependable, outgoing and positive with excellent problem solving skills.
- Must be willing to work effectively within a team environment in a fast-paced support role.
Desired skills and qualifications:
- Technical proficiency in supporting MS Office 2016+, Windows 7-10, Active Directory, Networks and other COTS products.
- IT Certification(s)
- HDI Certification(s)
Basic Qualifiers:
- Education Requirement:High School degree and sufficient technical expertise or certification; or Associates degree related to Computer and Information Technology.
- Can Additional Years of Experience Substitute for Degree?Yes
- DesiredCertifications:IT Certification(s),HDI Certification(s)
- Minimum Years of Overall Experience:2
- Minimum Years of Specific Experience in Field:1
- Minimum Clearance to Start:Public Trust
- Work Status Allowable:US Citizen
The Type of Person That Will Excel:
- You are curious, inquisitive, and have demonstrated a constant eagerness to learn through actions.
- Excellent communications skills.
- You have a "can-do" attitude and are willing to go beyond the basic requirements of the position.
- You have strong attention to detail.
- You demonstrate personal accountability and integrity in all actions.
Travel and Telecommuting:
- Travel:None
- Telecommute Options: Remote
VMD provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable Federal, state and local laws. VMD maintains a drug-free workplace.
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