Help Desk Technician - Tier 1

Clearance: Active DOD Public Trust

Status: Non-Exempt

Location: Falls Church, VA (Onsite)

Responsibilities:


+ Answer calls coming into the Tier 1 Help Desk by the third ring.

+ Create a customer incident in Remedy, the call tracking software for every call answered.

+ Ability to provide Mobile Support, adding and deleting users to the client network as well as other AD HOC tasks.

+ Ability to assist clients with hardware and software support via telephone.

+ Coordinate with team to ensure rapid response times and follow-up with customers.

+ Ensure that all VIP calls are responded to immediately.

+ Develop professional working relationship with customer to better understand business needs.

+ Process customer orders, prepare correspondence and fulfill customer needs to ensure customer satisfaction.

+ Provide technical support to end users on a variety...