Help Desk Technician

Systems Integration, Inc. (SII); Springfield (VA); On-site; USD 40,000 - 60,000; Full time

Job summary

A leading provider of customer experience and IT solutions is seeking IT Service Desk Representatives to support the Department of Homeland Security. The role involves assisting users with hardware/software issues and ensuring operational efficiency, demanding strong troubleshooting skills and customer service excellence.

Qualifications

• 1 - 2 years of help desk experience.
• Good understanding of computer/software systems and mobile devices.
• Must possess strong customer service skills.

Responsibilities

• Assist end-users through phone/email/chat by solving computer issues.
• Log all requests into the government tracking system (ServiceNow).
• Perform remote troubleshooting and determine best solutions.

Skills

Customer Service

Troubleshooting

Technical Diagnosis

Education

High School Diploma or equivalent

Job description

Systems Integration, Inc. (SII) is a leading provider of customer experience, cloud-based services, and managed IT solutions. We are seeking motivated and customer-focused IT Service Desk Representatives (Tiers I and II) to support a Program for the Department of Homeland Security (DHS). The Program provides IT support for over 65,000 users worldwide. Service Desk Support services are required 24 hours a day, seven days a week, 365 days a year. The position requires working on site and may be eligible for some remote work if approved by the Program Manager.

Responsibilities

• Assist end-users virtually (phone/email/chat) by identifying and solving problems with computer hardware and software functionality.
• Assists customers via email messages, web inquiries and or phone calls and logs all requests into the government tracking system (ServiceNow).
• Perform remote troubleshooting through diagnostic techniques and asking pertinent questions.
• Determine the best solution based on the issue and details provided by users.
• Grants access new employees to the network, directory and related systems.
• Escalates when problems are identified and corrected in a timely manner.
• Follows up with customers when an issue has been resolved to gain feedback.
• Runs reports to identify malfunctions that continue to occur.
  
  

Qualifications

• .
  
  

High School Diploma or equivalent.

• 1 - 2 years of help desk experience.
• Good understanding of computer/software systems, mobile devices, and other tech products.
• Ability to diagnose and resolve basic technical issues.
• MCSA certification preferred.
• A+ certification preferred.
• Must possess strong customer service skills.
• Must have knowledge of both hardware and software systems.
• Bilingual preferred (Spanish)
  
  

Must be able to pass a federal background check going back 7 years without felonies. Must be able to pass a federal credit check.

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