Helpdesk Technician - Tier 1

Help Desk Technician - Tier 1

Clearance: Eligible for DOD Public Trust

Status: Non-Exempt

Location: Falls Church, VA (Onsite)

Responsibilities:

• Answer calls coming into the Tier 1 Help Desk.
• Create a customer incident in Remedy, the call tracking software for every call answered.
• Ability to provide Mobile Support, adding and deleting users to the client network as well as other AD HOC tasks.
• Ability to assist clients with hardware and software support via telephone.
• Coordinate with team to ensure rapid response times and follow-up with customers.
• Ensure that all VIP calls are responded to immediately.
• Develop professional working relationship with customer to better understand business needs.
• Process customer orders, prepare correspondence and fulfill customer needs to ensure customer satisfaction.
• Provide technical support to end users on a variety of issues.
• Identify, research and resolve technical problems.
• Respond to telephone calls, emails and personnel requests for technical support.
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