Tier 1 Service Desk Technician - PART TIME

Reston Consulting Group; Washington (District of Columbia); Hybrid; USD 35,000 - 55,000; Part time

Job summary

An established industry player is seeking a dedicated Tier 1 Service Desk Technician for a part-time role in Washington, DC. This position offers the opportunity to provide essential IT support in a dynamic environment, ensuring customer satisfaction through effective problem-solving and communication. The successful candidate will engage in on-site training and work collaboratively to resolve technical issues while managing service requests. Join a team that values professionalism and efficiency, and contribute to a mission that supports a government agency's needs. If you are passionate about technology and customer service, this role is perfect for you.

Qualifications

• Must be able to work an early shift 7am to 11am after training.
• Ability to attain and maintain a federal Public Trust security clearance.

Responsibilities

• Provide customer service support during designated shifts for IT issues.
• Log calls and issues into the incident management ticketing system.

Skills

Customer Service

Interpersonal Skills

Ticketing Systems

Networking Knowledge

Windows 10

Problem Solving

Communication Skills

Detail-oriented

Education

High School Degree

Associate Degree

Tools

ServiceNow

Remedy

Jira

Freshworks

Zendesk

SalesForce

Job description

Career Opportunities with Reston Consulting Group Inc

A great place to work.

We are currently seeking a Tier 1 Service Desk Technician for a part-time position as part of an ongoing contract in Washington DC near Farragut West metro station.

Please note: Due to the secure nature of this government agency, all candidates must be U.S. citizens and be eligible for a Public Trust clearance.

Must be willing and able to attend three-week on-site training at the beginning of employment. This is a hybrid role (you will need to work on-site as needed). PART-TIME

The successful candidate will receive a contingent offer based on the outcome of a government background check. This may take several weeks, and the candidate cannot begin actual employment until the background check is successfully completed.

Duties and Responsibilities:

• Must live within 50 miles of Washington, DC and have the ability to work onsite as needed.
• Provide customer service support during designated shifts, responding to IT issues, requests for service, and inquiries pertaining to IT equipment and peripherals.
• Manage service requests, escalating as appropriate with follow up to resolution.
• Provide FCR (first call resolution) to commonly known issues, such as “My computer won’t go to the internet!”
• Log calls and issues into the incident management ticketing system (we use ServiceNow), and escalate calls and issues to Tier 2 support when necessary.
• Provide Account Management support modifying profiles, setting up accounts, creation and modifications of distribution lists, security groups, and email contacts.
• Assist in providing documentation support creating and updating technical and standard operating procedures.

Required Qualifications:

• Must be willing and able to attend three-week on-site training at the beginning of employment.
• Must be able to work an early shift 7am to 11am *after training* (20 hours per week).
• Ability to attain and maintain a federal Public Trust security clearance.
• Strong customer service and interpersonal skills as demonstrated by a work history reflecting ability to work well in a team environment; pleasant, professional, and courteous.
• Experience working in a dynamic environment and producing quality work with demanding timelines.
• Experience with ticketing systems (such as Remedy, Jira, Freshworks, Zendesk, SalesForce, and/or ServiceNow).
• Knowledge of networking, Windows 10.
• Must be detail-oriented, particularly when multitasking.
• Knowledge of network printer troubleshooting.
• Ability to develop alternative solutions to solve Tier 1 technical problems.
• Excellent verbal and written communication skills in the English language.
• Excellent administrative skills: organized, efficient, and versatile.
• Experience modifying access to shared drives; working with Remote Access and mobile devices.
• High school degree or equivalent with a minimum of one (1) year of related experience.

Desired Qualifications:

• HDI Customer Service Representative Certification (HDI-CSR).
• Experience with the ServiceNow Workflow product.
• ITIL Foundations 2011 (v4), Security+, A+ certifications and/or other relevant certifications.
• 2+ years related experience working on civilian federal government agency contract(s).
• Associate degree/two (2) years college in related field or equivalent.
• Current, active Secret clearance highly desirable.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• While performing the duties of this job, the employee is frequently required to speak, listen, and hear; must be able to see with near acuity to physically examine/test hardware.

RCG, Inc. does not discriminate against qualified individuals based on their status as protected veterans or individuals with disabilities and prohibits discrimination against all individuals based on their race, color, religion, sex, sexual orientation/gender identity, or national origin.