Job Details
Job Description:
We are currently seeking a dedicated Help Desk Technician with a strong customer service mindset to join our team. This position offers an exciting opportunity to provide technical support to a diverse range of end-users, across various functions of our business. As a Help Desk Technician, you will be responsible for handling a high volume of calls, monitoring network performance, and providing exceptional support using a Jira ticketing system. The ideal candidate will have at least one year of help desk experience, along with certifications such as Network+ or Security+.
Responsibilities:
- Provide top-notch technical support to end-users via phone, ensuring timely resolution of issues and maintaining a high level of customer satisfaction.
- Handle 15 to 25 calls per day, assisting users with various technical issues related to Microsoft Windows operating systems, Office 2016 programs, and other software applications.
- Monitor network performance and troubleshoot connectivity issues as needed.
- Utilize the Jira ticketing system to log, track, and prioritize support requests, ensuring accurate documentation and resolution of all reported issues.
- Install, configure, and support Microsoft Windows operating systems and Office 2016 programs on end-user devices.
- Collaborate with other IT teams to escalate and resolve complex technical issues in a timely manner.
- Maintain confidentiality and security of sensitive information in accordance with company policies and procedures.
- Demonstrate a strong commitment to customer service and teamwork, fostering a positive and collaborative work environment.
- Exhibit a willingness to learn and grow within the organization, taking advantage of opportunities for professional development and career advancement.
- Adhere to company policies and procedures, including attendance and punctuality requirements.
Requirements:
- Minimum of one year of experience in a help desk or technical support role.
- Strong customer service mindset with excellent communication skills.
- Certifications such as Network+ or Security+ are strongly preferred.
- Proficiency in installing, configuring, and supporting Microsoft Windows operating systems and Office 2016 programs.
- Experience with monitoring network performance and troubleshooting connectivity issues.
- Ability to handle a high volume of calls while maintaining professionalism and efficiency.
- Must be able to work onsite in Reston, VA, five days a week.
- Demonstrated commitment to long-term employment and career growth within the organization.
- Strong team player with a positive attitude and willingness to collaborate with others.
Benefits:
- Competitive salary and benefits package.
- Opportunities for professional development and career advancement.
- Dynamic and collaborative work environment.
- Commitment to employee loyalty and tenure.
- Free parking