Help Desk Technician 4-ITG

Telos Corp.; Virginia, Ashburn (MN, VA); On-site; USD 45,000 - 70,000; Full time

Job summary

Join a forward-thinking company dedicated to securing vital IT assets for the Department of Defense. As a Help Desk Technician, you will play a crucial role in providing exceptional technical support to military end users, ensuring their systems operate smoothly and efficiently. Your expertise in problem diagnosis and customer service will be key in resolving issues and fulfilling requests. With a commitment to excellence, this role offers an opportunity to thrive in a supportive environment that values attention to detail and professional growth. Embrace the chance to make a significant impact in a mission-driven organization.

Benefits

Generous Paid Time Off

Medical Insurance

Dental Insurance

Vision Insurance

Tuition Reimbursement

401k Plan

Qualifications

• Minimum IAT Level II certification (Security+ CE certification or higher) required.
• 4-5 years of experience in a technical support role.

Responsibilities

• Provide Tier II and III technical support for clients.
• Resolve technical issues and guide users through solutions.
• Meet all contractual SLAs and AQLs.

Skills

Technical Support

Problem Diagnosis

Customer Service

Communication Skills

Attention to Detail

Education

High School Diploma

Tools

ServiceNow

Job description

Job Title

Help Desk Technician 4-ITG

Job Description

The most security-conscious organizations trust Telos Corporation to protect their vital IT assets. The reputation of our company rests on the quality of our solution and the integrity of our people. Explore what you can bring to our solutions in information assurance, secure networks, secure enterprise messaging, and identity management.

Be a part of the Telos culture and see what sets us apart! Telos offers an excellent compensation package with benefits that include generous paid time off, medical, dental, vision, tuition reimbursement, and 401k. Our employees enjoy more than just a great work environment!

We are seeking a Helpdesk Agent / Technician to join our customer support team in a Department of Defense (DoD) environment. You will be responsible for taking technical calls from military end users with the goal of resolving the problem over the phone. Otherwise, you will dispatch spare parts and track delivery/operational status of the system.

Responsibilities:

1. Provides Tier II and III technical software, hardware, and network problem resolution for clients by performing problem diagnosis and guiding users through step-by-step solutions or may provide expertise to solve technical support issues for end-users of the organization's products and services.
2. Uses automated information systems to analyze routine situations.
3. Reviews incoming requests (both computer generated and verbal), sorts, codes, and prioritizes for proper action.
4. Resolves problems or contacts more senior technical support as necessary.
5. Supports users by fulfilling individual requests for support or replacement parts in the utilization of the various systems available.
6. Conducts technical research for source of information required in support of request for information related to ongoing programs.
7. Instructs users in the use of systems specific to the government contract.
8. Interacts with other team members, such as network services, engineering, and/or information systems to restore services and/or identify and correct the core problem.
9. Meet all contractual SLAs (service level agreements) and AQLs (acceptable quality levels).

Job Requirements

• Experience with ServiceNow is preferred but not required.
• An active DoD Secret Clearance is required or the ability to obtain one. Preference will be given to those with an active DoD Secret Clearance.
• Minimum IAT Level II certification in accordance with DoD 8570.01-M (Security+ CE certification or higher) required.
• High School Diploma with 4-5 years of experience minimum.
• Strong written and verbal communication skills and the ability to interact with people at all levels are required.
• A professional attitude regarding attention to detail and customer service and excellent organizational skills are required.