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Tier 1 Help Desk Technician job in Chantilly at Ironbow

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Tier 1 Help Desk Technician at Ironbow

Tier 1 Help Desk Technician

Ironbow Chantilly, VA Full-Time

Help Desk Technician Opportunity

Iron Bow Technologies has an immediate need for an experienced IT Support / Help Desk Technician (Tier 1) interested in a permanent opportunity in Chantilly, VA

The Tier I support team serves as the single point of contact to answer phone calls, web request and emails for ~3,000 end users. The Support Team handles approximately 4,000 tickets a month and is expected to open incidents, work orders or service request records using a ticketing system for all calls, emails, voicemails and web requests

Position Responsibilities

  • Provide help-desk / technical support for local and off-site users
  • Manage and monitor problem tickets, analyze incidents and determine support required
  • Apply diagnostic techniques to identify problem, investigate cause and recommend solution
  • Maintain database utilizing ticketing system of calls and messages requesting assistance
  • Maintain and monitor incident records in system and provide assistance towards achieving resolution when reviewing incident records
  • Provide feedback on issues for team knowledge database
  • Document IT requests in tracking system, record actions and follow up on deferred actions
  • Keep customers informed of progress and status of calls/tickets throughout resolution
  • Collaborate with customers and co-workers to diagnose and resolve problems
  • Troubleshoot, analyze, resolve, track, escalate and document technical problems
  • Incidents will be resolved on first contact when possible using the supported remote desktop control application as appropriate
  • Resolve customer issues within 20 minute timeframe or escalate for resolution (Tier 1, Tier 2, Account Administration, Mobile Support, Asset Management, AV support, etc.)
  • Respond to and diagnose problems through discussions with users using problem recognition, research, isolation and resolution steps
  • Provide assistance and participate on new project(s) testing and deployment/delivery
  • Respond to users in friendly and professional manner, ensuring all responses given are technically accurate, documented, updated and closed per SLA’s
  • Regular, reliable attendance is required

Candidate Experience Requirements

  • A minimum 2 years experience in a Help Desk / IT Support role is required
  • Sound knowledge of computer hardware/software, mobile devices, operating systems and networking related technologies is required
  • Knowledge of MS Office Suite (Outlook, Word, PowerPoint, Excel), MS Exchange, Active Directory and mobile devices (Android)
  • Excellent verbal and written communication skills, phone etiquette, data entry
  • Must be customer focused and service oriented, attentive to details, with ability to multi-task and act with professionalism at all times
  • Candidates who possess their MCP (Microsoft Certified Professional), CompTIA A+ and/or HDI certifications are preferred (OR able to obtain within 6 months of hire)
  • Must have AS Degree (or higher) in IT or related field to be considered
  • Flexible M-F schedule, occasional Saturday-Sunday on rotating basis
  • Candidates must be able to obtain a Public Trust Clearance (US Citizenship required)

Recommended Skills

  • Active Directory Group
  • Administration
  • Asset Management
  • Attention To Detail
  • Communication
  • Computer Architectures
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Job ID: 3389

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