Help Desk Technician I

Help Desk Technician I provides first-level technical support and troubleshooting for end-user systems, applications, and cloud services in an onsite environment.

Responsibilities

• Log help desk requests, create trouble tickets, and record resolution actions and time
• Provide request status updates to the Government
• Create, modify, maintain, delete, and troubleshoot Active Directory client accounts and systems
• Troubleshoot and resolve standard end-user device application and configuration issues via telephone, remote control, and at user locations (including operating systems)
• Maintain and support end-user device operating system and application software
• Apply configuration changes, service packs, patches, updates, security fixes, and virus definition updates on end-user devices
• Troubleshoot and resolve user issues with cloud-based services such as Google Workspace and Microsoft Office365
• Perform troubleshooting for software baseline applications and E-Mail problems
• Coordinate standard system image configuration changes with the SCCM Image Team
• Install, configure, and maintain authorized client applications and software baselines on end-user devices
• Perform minor hardware repair and replacements on government authorized computer systems
• Create and update documentation for technical processes
• Assist with installing/testing of system software or hardware configurations and coordinate documentation of hardware and software changes
• Use the Enterprise Service Desk system to create, modify, update, and resolve customer support requests
• Assist in preparation of technical documentation and configuration of change requests
• May assist with MCU content management responsibilities as needed

Requirements

• U.S. Citizenship required
• Must hold an active DoD Interim Secret or Secret Clearance
• At least 1 year of demonstrated help desk, desk side, or similar technical support experience
• Must be compliant with DOD 8570 IAT Level II certification requirements at hire (example: CompTIA Security+ CE with enrollment in the Continuing Education (CE) program)
• Experience with Microsoft Office Outlook, Excel, and Word
• Experience with ticketing systems such as Remedy, ServiceNow, Connectwise, Jira, etc.
• Experience with Active Directory, Windows devices, and Windows Operating Systems (OS)
• Excellent interpersonal and communication skills (written and oral)
• Strong team player; self-assured, confident, and goal oriented
• Ability to organize and manage multiple priorities and delegate effectively
• Ability to solve problems and translate policies into daily routine operations
• Keen attention to detail
• Weekend or after-hours support may be required on occasion

Location

• Quantico, VA 22134 (onsite)

Compensation

• USD 50,000 - 60,000 per year

Technologies

• Active Directory
• Windows devices
• Windows Operating Systems (OS)
• Microsoft Office Outlook, Excel, Word
• Remedy, ServiceNow, Connectwise, Jira
• Google Workspace
• Microsoft Office365
• SCCM
• CompTIA Security+ CE
• Enterprise Service Desk
• MCU

EEO statement: EEO Race/Sex/Disability Status/Veteran Status