Help Desk Technician- Mid level

Intellect Solutions LLC; Washington (District of Columbia); On-site; USD 45,000 - 60,000; Full time

Job summary

A technology services company is seeking a candidate for a service desk position supporting users in diverse locations. Responsibilities include managing trouble tickets, account management, and providing Tier I/II support. Ideal candidates will have an associate's degree in a technical field, effective communication skills, and experience with key technologies such as Remedy, Office 365, and Active Directory. Sec+ certification and US citizenship with a Secret clearance are mandatory for this role.

Qualifications

• Associates degree in a technical field is required.
• Experience with hardware installations, including workstations and servers.
• Sec+ certification and US Citizenship required.

Responsibilities

• Manage trouble tickets within the Remedy system.
• Support user transfers and provide Tier I/II support.
• Handle account management tasks including creating and unlocking accounts.

Skills

Experience with Remedy

Effective written communication

Verbal communication

Customer support

Education

Associates degree in technical field

Tools

Windows server domain

LAN/WAN and Internet systems

Office 365

Windows 10

Microsoft Office

Active Directory

Microsoft System Center Configuration Manager (SCCM)

Job description

Multiple Locations: Washington DC, Yorktown, VA, Portsmouth, VA, Elizabeth City, NC and Martinsburg, WV.

Required - Active Secret Clearance

Perform service desk functions in a dynamic, geographically diverse environment, including restore service interruptions, escalate problems IAW approved escalation procedures, fulfill user requests, troubleshoot and fix workstation issues. Use Remedy ITSM tool suite to provide problem management and resolution, provide input to content in SharePoint, and support the "request for change" process. Candidate is responsible for account management (create new accounts, unlock/disable/enable accounts, unlock/enable client devices, de-provision accounts). Responsible to support enterprise backups, manage distribution lists, support and validate patch management, file restoration.

Responsibilities

• Manage trouble tickets in Remedy
• Account management
• Permission and access management
• Provide email and mobile device support
• Support user transfers
• Support hardware and software configuration, operation/use and troubleshooting
• Provide Tier I/II support to users
• Provide system administration support

Qualifications

• Associates degree in technical field
• Experience with Remedy, Windows server domain (physical and virtual), LAN/WAN and Internet systems, Office 365, Windows 10, Microsoft Office, Active Directory, file server environments, Microsoft System Center Configuration Manager (SCCM), hardware installations (workstations, peripherals and servers)
• Effective written and verbal communication
• Ability to provide professional, courteous support to customers
• Sec+ certification
• US Citizen and Secret clearance...

Additional Information

All your information will be kept confidential according to EEO guidelines.