Help Desk Technician

TIAG; Bethesda (MD); On-site; USD 42,000 - 52,000; Full time

Job summary

TIAG is hiring a short-term Help Desk Technician to support the Uniformed Services University of the Health Sciences in Bethesda, MD on-site.

A Secret Clearance is required to perform the work. The assignment is anticipated to last four months, with responsibilities including hardware intake, ticket management (ServiceNow), troubleshooting Windows 10 and Office 2010, and documenting steps in the ticketing system. Strong customer service and military awareness are valued.

Qualifications

• Entry-level IT help desk experience.
• Experience with Windows 10 and Microsoft Office 2010.
• Ability to obtain Secret Clearance.
• Strong communication and customer service skills.

Responsibilities

• Receive and process incoming hardware shipments.
• Maintain 100% inventory accuracy in the government system of record.
• Coordinate and ensure delivery of YubiKey devices to end-users.
• Utilize ServiceNow to manage, document, and close tickets.
• Troubleshoot and set up computers using detailed procedures.
• Write and document detailed troubleshooting results in the ticketing system.
• Extract logs and escalate to Tier 3 as needed.

Skills

Help desk

Customer service

Windows 10

Microsoft Office 2010

Networking basics

Remote access software

Tools

ServiceNow

YubiKey

Job description

TIAG is now hiring a short term Help Desk Technician to support our customer at the Uniformed Services University of Health Sciences in Bethesda, MD. A secret clearance is required to perform the work onsite in Bethesda. This is anticipated to be a 4 month duration.Responsibilities will include:Receive and process incoming hardware shipments.Maintain 100% inventory accuracy within the Government-furnished system of record.Coordinate and ensure the successful, timely delivery of YubiKey devices to end-users.Utilize an IT ticketing system (such as ServiceNow) to manage, document, and close assigned support tickets.Perform computer troubleshooting and setup using multiple detailed processes and procedures.Execute computer break-fix processes and software upgrades as needed.Write and document highly detailed troubleshooting results within the help desk ticket tracking system.Extract computer and server log files and properly escalate them to Tier 3 support for further diagnosis when required.Recall established computer support techniques from memory to resolve issues in a timely manner.Provide exceptional customer service by actively listening to user issues, demonstrating empathy, and delivering clear, concise solutions.Maintain a positive, professional demeanor while interacting with users across various channels, including phone, email, chat, and in-person support.Ensure a high level of customer satisfaction in every interaction.Successfully manage and execute 3 to 5 concurrent computer support activities while adhering to detailed operational processes.Maintain rigorous and accurate notes for all troubleshooting steps and inventory movements.Entry-level experience with remote access software, Office Automation Software Suites, and knowledge of Operating Systems and Networking.Demonstrated ability to communicate effectively, both written and orally, among the customer base and Help Desk management.Experience working with PC software and troubleshootingAn understanding of the military community is an added plusAbility to obtain a Secret ClearanceStrong PC software and troubleshooting skillsExperience using Windows 10 and Microsoft Office 2010 ProductsTIAG is an equal opportunity employer and federal contractor or subcontractor. Consequently, the parties agree that, as applicable, they will abide by the requirements of 41 CFR 60-1.4(a), 41 CFR 60-300.5(a), and 41 CFR 60-741.5(a) and employment decisions shall be based solely on merit and without regard disability, or protected veteran status, or any other characteristic protected by local, state, or federal laws, rules, or regulations. TIAG takes proactive steps to employ and advance in employment qualified individuals without regard to disability or protected veteran status. The parties also agree that, as applicable, they will abide by the requirements and may be subject and required to take action pursuant to the following laws and accompanying regulations:The Vietnam Era Veterans Readjustment Assistance Act of 1974, as amended (and its implementing regulations at 41 C.F.R. 60-300);Section 503 of the Rehabilitation Act of 1973, as amended (and its implementing regulations at 41 C.F.R 60-741); andExecutive Order 13496 (and its implementing regulations at 29 C.F.R. part 471, Appendix A to Subpart A).