Help Desk Support (3rd shift)
Job Description
Ref No.: | 20-07040 |
Location: | Vienna, Virginia |
Title: Help Desk Support (3rd shift)
Location: Vienna, VA
Duration: Full Time/10:00 PM- 6:30 AM/ Tuesday to Saturday
Must- Top Secret Clearance
For Help Desk Specialist:
* Must be able to demonstrate knowledge of customer service and customer support principles and methods.
* Must be able to report, respond to, and resolve customer requests.
For Help Desk Support Services Specialist - Intermediate :
Functional Responsibility
Minimum Education & Experience
High School diploma and one year of experience in a Service Desk support environment.
For Help Desk Support Services Specialist - Intermediate:
Location: Vienna, VA
Duration: Full Time/10:00 PM- 6:30 AM/ Tuesday to Saturday
Must- Top Secret Clearance
- Help Desk Specialist, Help Desk Support Services Specialist - Intermediate Required Knowledge, Skills & Abilities
For Help Desk Specialist:
* Must be able to demonstrate knowledge of customer service and customer support principles and methods.
* Must be able to report, respond to, and resolve customer requests.
For Help Desk Support Services Specialist - Intermediate :
- Must be able to install, configure, upgrade, and troubleshoot hardware and software components.
- Must be able to present formal and informal training and assistance to customers.
- Must be able to demonstrate knowledge of knowledge-based applications.
- * Must be able to participate in the planning and delivery of a full range of customer support services to the organization.
Functional Responsibility
- Create tickets with basic user information and forward to the Tier 1 & 2 Service desk queue for further evaluation.
- Answer initial calls for all user issues at the TSC including IT, Security and Facilities issues in the building.
- Monitor ticketing queue and work on assigned tickets.
- Resolve all issues based on priority for unclassified and classified networks.
- Communicate effectively with users and update tickets with all relevant information.
- Escalate issues to leadership as needed including after hours and weekend sending emails and calling on call support.
- Support on-site shift operations 24/7/365.
- Maintain access to email accounts, mailboxes, distribution groups, personal storage tables (PSTs) and calendars.
- Assist with hardware decommissioning
Minimum Education & Experience
High School diploma and one year of experience in a Service Desk support environment.
For Help Desk Support Services Specialist - Intermediate:
- High School diploma and one year of experience in a Service Desk support environment working with multiple system classifications.
- Two to three years' experience in Customer Service.
- Experience configuring IT hardware (workstations, monitors, printers, switch boxes).
- Experience working with Windows 7, Microsoft Server 2008 and 2012, Active Directory and various software applications including the full MS Office suite.
- Experience working in a 24/7/365 environment providing continuous support to users and critical operations monitoring and escalation.
Application Instructions
Please click on the link below to apply for this position. A new window will open and direct you to apply at our corporate careers page. We look forward to hearing from you!
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