Job Details
We are seeking a Help Desk Support Technician for a full-time role with our client in Reston, VA. The ideal candidate will possess a strong customer service mindset and have experience providing technical support and resolving issues for end users over the phone using Jira Ticketing System.
Responsibilities:
- Provide technical support to end users via phone, addressing issues related to software and hardware.
- Utilize the Jira ticketing system to log, track, and prioritize support requests, ensuring timely resolution and excellent customer service.
- Manage 15 to 25 calls per day, efficiently handling multiple support tickets simultaneously.
- Monitor network performance and troubleshoot connectivity issues as needed.
- Install, configure, and support Microsoft Windows operating systems and Office 2016 programs.
- Collaborate with team members to escalate complex issues and share knowledge to improve overall team performance.
- Demonstrate a commitment to continuous learning and professional development, staying updated on industry best practices and technologies.
Qualifications:
- Minimum 6 months of experience in a Help Desk or technical support role.
- Strong customer service orientation with the ability to communicate effectively with users of varying technical expertise.
- Familiarity with Jira ticketing system or similar IT service management platforms.
- Certifications such as Network+ or Security+ preferred, but not required.
- Proficiency in installing, configuring, and supporting Microsoft Windows operating systems and Office 2016 programs.
- Excellent problem-solving skills and the ability to troubleshoot technical issues independently.
- Must be able to work onsite in Reston, VA, five days a week.
- Demonstrated commitment to long-term career growth and a desire to contribute to a collaborative team environment.