L1 Help Desk Support

Help Desk Support Technician

Our team is seeking qualified help desk technicians to support one of the largest, most collaborative enterprise service desks in the defense space on a 12-month contract with a very long extension. You will be responsible for providing remote support via phone, email, text, and virtual software to millions of global end users in the defense space.

Key responsibilities include:

• Resolve technical problems (Tier 1) and answers queries by telephone or self-service ticket in support of internal and/or outside customer computer hardware, software, network, system/application access, and telecommunications systems.
• Answers basic questions about installation, operation, configuration, customization, and usage of assigned products.
• Applies basic diagnostic techniques to identify problems, investigate causes and recommend solutions to correct common failures.
• Escalates complex problems to higher tiers as required.
• Documents all customer interactions within a ticketing system.

Additional skills and qualifications:

• Required to obtain a Security Clearance and/or have an active Secret Security Clearance.
• Past DOD experience will be a plus.
• Communication, ability to work well with a team will be very important for this position.
• Intellectual curiosity, agents who come in wanting to learn will prosper.
• Transitioning veterans and military spouses have had tremendous success in the organization.

Employee Value Proposition (EVP): Each individual joining this team will play a highly important, ultra-visible part in Army's plans to brainstorm, design, build and implement a standardized, innovative, and agile Information Technology Service Management (ITSM) solution. Candidates can expect a fast paced, evolving environment, focused on innovation and streamlining. This position provides 11 federal holidays, and 40 hours/5 days (sick time to be accrued) sick time. Our client offers a very competitive benefits package including health insurance coverage from the first day of employment, a 401k with an immediately vested company match, vacation and educational benefits. Our client is an Equal Opportunity Employer (EEO). Minorities, Females, Disabled Persons, and Veterans are encouraged to apply.