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Tier 1 Help Desk
Ref No.: 18-04584
Location: Arlington, Virginia
Work Authorization:US Citizen
Segment:Federal
JPAS:NO
Position: Help Desk
Pay Rate: $18+4.13 (SCA)
Location: Alexandria, Virginia

Description – The candidate will be responsible for call center support of an environment composed of 90% Client based PC and 10% Apple workstations and several custom business applications. The candidate will be responsible for assisting customers when they call into or walk into the customer service center. The candidate shall be prepared to perform resolution of routine issues (password reset, account/workstation unlocking, basic workstation remediation) during the call. Where required the Tier I candidate will escalate to the Tier II team or the eBusiness team for more detailed level of support.

o Qualifications –High School Diploma and 2 years' experience.

o Required Skills
  • Hardware/Application Support (Diagnosis/Remediation, Access (password) Reset, Application Install)
  • Incident/Request (Analysis, Documentation)
  • Mobile Device Management (Provision, Reset, Remote Wiping)
  • Effective written and oral communication skills

o Desired Skills
  • ITIL Service Management
  • Technical Writing Experience
  • CRM/Ticketing/ACD Systems