Support Jobs in Falls Church, VA

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Service Desk Administrator/Help Desk Specialist - DOJ EOIR End User Support

ITC Federal, Inc. Falls Church, VA

Falls Church, VA

Today

$55k - $60k/yr Full time Application Support Computer Skills Customer Service

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Job Description

Hybrid Service Desk Administrator/Help Desk Specialist supporting DOJ EOIR End User, providing first-line IT support, ticketing, and hardware/software troubleshooting in Falls Church, VA with a salary range of USD 55,000 - 60,000 per year.

Responsibilities

Monitor incoming service desk calls and emails, delivering timely technical assistance to users
Route and triage tickets, escalating to appropriate teams or leadership as needed
Maintain detailed work notes on every ticket throughout its lifecycle until resolution or escalation
Provide status updates to end users and stakeholders when requested
Move, configure, and install IT hardware for customers
Diagnose and repair issues with peripheral devices
Install, troubleshoot, and resolve software requests and problems
Offer desk-side end user support when required
Update and document inventory changes as they occur
Perform additional duties as assigned

Requirements

Ability to obtain a DOJ Public Trust clearance prior to start date
Minimum of 1 year of professional experience in Information Technology or a closely related field
Proven experience supporting enterprise hardware, software, and peripherals, especially Microsoft Office; experience assisting users via phone, email, or in person
Knowledge of Microsoft Windows 10, basic networking concepts, PC hardware, and COTS software
Experience using a trouble ticket management system
Strong written and verbal communication skills for collaboration with teammates, end users, VIPs, managers, and client contacts
Ability to work independently with minimal supervision and perform well in a fast-paced, service-oriented environment
Must be able to work an eight-hour shift within the 6:00 AM to 8:00 PM window as assigned

Technologies

ServiceNow
Microsoft Windows 10
Microsoft Office

Benefits

Health, Dental and Vision insurance
401(k)
Tuition Reimbursement
Flexible Spending Account (FSA)
11 Paid Federal Holidays
3 weeks of Paid Time Off

Work Environment and Physical Demands

Function in a general office setting
Must be able to remain stationary for up to 50% of the time; regular movement around large immigration courts campus to provide hands-on support
Ability to lift and move IT equipment weighing up to 50 pounds

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