Help Desk Technician

Fusion Technology; Chantilly (VA); On-site; USD 42,000 - 56,000; Full time

Job summary

Fusion Technology in Chantilly, VA is seeking a helpdesk professional to provide Tier 1 and Tier 2 end user support for incidents and service requests. The role involves recording and updating tickets, communicating planned maintenance, and escalating unresolved issues to higher tiers.

Knowledge management and collaboration tools are used daily. Preferred candidates have a High School Diploma with 1–5 years of related experience; A+ or equivalent and ITIL Foundation are valued credentials.

Qualifications

• High School Diploma and 1–5 years of relevant helpdesk experience.
• A+ or equivalent; ITIL Foundation preferred.

Responsibilities

• Provides Tier 1 and Tier 2 end user support for incidents and service requests.
• Records and updates tickets, communicates planned maintenance and outages.
• Escalates unresolved issues to higher tiers and documents troubleshooting steps.

Skills

Tier 1 Support

Tier 2 Support

Ticketing Systems

Remote Support Tools

Endpoint Troubleshooting

Collaboration Platforms

Knowledge Management

Education

High School Diploma

A+ Certification

ITIL Foundation

Tools

Ticketing systems

Workflow tools

Remote support tools

Endpoint troubleshooting tools

Collaboration platforms

Knowledge management systems

Job description

Who is Fusion Technology?

Fusion Technology is a performance-driven HUBZone Small Business concern residing in the heart of the beautiful mountainsides of West Virginia, steps away from the Federal Bureau of Investigation's Criminal Justice Information Services Division's Headquarters. Founded in 2007 by an Engineer-by-trade, Fusion Technology dedicates our valuable resources to providing comprehensive IT services and solutions to mission-critical US Government programs and the Intel Community.

Position Location:

Chantilly, VA

Who are you?

Security-cleared Professional:

An active TS/SCI Clearance is required with a Polygraph to be considered for this position.

Education and Experience:

You have a High School Diploma and 1-5 years of relevant experience related to helpdesk and managing a service desk. Aso preferred is A+ or equivalent; ITIL Foundation preferred.

What you'll do:

Provides Tier 1 and Tier 2 end user support for incidents and service requests, records and updates tickets, documents customer interactions, supports knowledge article maintenance, communicates planned maintenance and service outages, and escalates unresolved issues to higher tiers. Uses ticketing and workflow tools, remote support utilities, endpoint troubleshooting tools, collaboration platforms, and knowledge management systems. Produces ticket updates, customer communications, troubleshooting notes, and service desk knowledge content.

What matters to you matters to us.

Fusion Technology values its employees and works hard to ensure proper care for them and their families. We desire to compensate employees in a competitive, motivational, fair, and equitable way with other employers in the marketplace. Salary is only one component of employee compensation but an integral part of recruiting and retaining qualified employees. However, at Fusion Technology, we take a comprehensive approach and consider each employee's needs to tailor a compensation plan that provides financial security and peace of mind. Our competitive package includes a best-in-class matching 401K program, a comprehensive healthcare plan through Cigna, a competitive employer contribution to a health savings account, vision and dental plans, life insurance, short- and long-term disability, and personal leave, in addition to paid certifications and training.

Fusion Technology LLC is an Equal Opportunity Employer. We respect and seek to empower each individual and support the diverse cultures, perspectives, skills, and experiences within our workforce.

Qualified applicants will receive consideration for employment without regard to sex, race, ethnicity, age, national origin, citizenship, religion, physical or mental disability, medical condition, genetic information, pregnancy, family structure, marital status, ancestry, domestic partner status, sexual orientation, gender identity or expression, veteran or military status, or any other basis prohibited by law.