Onsite Tier 1 helpdesk role in Falls Church, VA focused on fast call handling, issue troubleshooting, and customer follow-through.

Answer incoming calls to the Tier 1 Help Desk.
Create a Remedy customer incident for every Tier 1 call answered.
Provide Mobile Support, including adding and deleting users in the client network and completing other ad hoc tasks.
Support clients with hardware and software issues via telephone.
Assist end users with troubleshooting across a variety of technical problems.
Identify, research, and work toward resolution of technical issues.
Respond to technical support requests received by telephone, email, and personnel requests.
Document, track, and monitor problems to help ensure timely resolution.
Coordinate with the team to drive rapid response times and complete customer follow-up.
Ensure VIP calls are addressed immediately.
Build and maintain a professional working relationship with customers to understand business needs.
Process customer orders, prepare correspondence, and fulfill customer needs to support satisfaction.
Update and develop CAC policies and procedures.
Coordinate and consult with Customer, Engineering, Deskside Manager, and team members to meet customer requirements.
Advise management on potential risks that could affect the customer base and the operating environment.

Active DOD Public Trust clearance.
Active CompTIA Security+ CE certification.
Bachelor's Degree and 4 years of relevant support experience, or HS degree and 8 years of relevant support experience.
Superior customer service skills with a strong desire to deliver high-quality service.
Strong verbal communication skills; comfortable working on the telephone and responding to calls.
Knowledge of IT network and systems technologies, processes, and methodologies.

Helpdesk Technician - Tier 1

Location: Falls Church, VA (Onsite)
Status: Non-Exempt

Job Description