Help Desk Technician (Part-Time)

AMERICAN SYSTEMS; McLean (VA); In loco; USD 23.000 - 32.000; Tempo pieno

Descrizione del lavoro

AMERICAN SYSTEMS is seeking a Help Desk Technician to provide frontline IT support for government programs. The role requires handling calls and emails, troubleshooting user problems, and logging requests in the tracking system.

The position runs Tuesday and Friday nights 11:00 PM–6:00 AM ET, with potential for additional hours. Candidates must have a US citizenship, be able to work independently, and possess one year of help desk experience along with a clearable background.

Competenze

• Active DOD Secret clearance or higher required.
• One year of help desk experience required.
• US citizenship required.
• Excellent written and oral communication.

Mansioni

• Answer incoming calls/emails from customers to provide basic help desk support and troubleshoot user problems.
• Provide professional customer service and timely resolution or escalation of issues.
• Perform user data corrections and respond to questions.
• Assist users with subscribing and unsubscribing to the system.
• Assist users with moving accounts between locations, updating contact information and setting up alerts on multiple devices.
• Educate end users on appropriate system use and share technology best practices.
• Accurately log all service requests and document resolutions using call tracking software.

Conoscenze

Help desk experience

Clearance (DOD)

Strong communication

Multitasking

Phone support

Strumenti

Call tracking software

Windows OS

Networking basics

Descrizione del lavoro

Overview

AMERICAN SYSTEMS is an employee-owned federal government contractor supporting national priority programs through our strategic solutions in the areas of Information Technology, Test & Evaluation, Program Mission Support, Engineering & Analysis, and Training. The shift for this position is every Tuesday and Friday from 11:00 PM - 6:00 AM Eastern Time with the opportunity to work additional hours when available.

Responsibilities

As a Help Desk Technician, you will do the following:

• Answer incoming calls/emails from customers to provide basic help desk support and troubleshoot user problems.
• Provide professional customer service and timely resolution or escalation of issues.
• Perform user data corrections and respond to questions.
• Assist users with subscribing and unsubscribing to the system.
• Assist users with moving their accounts between locations, updating contact information and setting up alerts on multiple devices.
• Send more complicated user issues to appropriate hierarchy for troubleshooting.
• Learn fundamental operations of commonly used software, hardware and other equipment.
• Accurately log all service requests and document resolutions using call tracking software.
• Educate end users on appropriate system use and share technology best practices.
• Exercise patience and professionalism during stressful situations.

Qualifications

• Must have an active DOD Secret clearance or higher.
• One-year of help desk experience required.
• Must be able to work independently and responsibly without direct supervision.
• Outstanding oral and written communication skills and attention to detail.
• Technical troubleshooting skills in researching and documenting resolutions.
• Friendly presence and helpful attitude; good interpersonal skills.
• Ability to provide technical support over the phone; good phone skills.
• Accurately and consistently document all work; good writing skills.
• Good problem-solving skills; ability to visualize a problem or situation and think abstractly.
• Ability to handle constantly changing flow of traffic; be able to multitask effectively.
• Working knowledge of standard operating systems, applications, and networking.
• Must be a US Citizen.

Pay Transparency Statement

AMERICAN SYSTEMS is committed to pay transparency for our applicants and employee-owners. The salary range for this position is USD $20.00/Hr. - USD $20/Hr. Actual compensation will be determined based on several factors permitted by law. AMERICAN SYSTEMS provides for the welfare of its employees and their dependents through a comprehensive benefits program by offering healthcare benefits, paid leave, retirement plans, insurance programs, and education and training assistance.

EEO Statement

EEO Race/Sex/Disability Status/Veteran Status