Help Desk Technician

Overview

i3 is seeking a Help Desk Technician who will ensure that end-users have effortless and efficient experience with technology tools by addressing technical issues and providing desktop support to a large user base on prem. Professional and courteous demeanor is required in all circumstances. Above average ability to interpret, analyze, troubleshoot and resolve technical problems. Must be decisive, conscientious and interact well in a team environment. Should have a strong desire to learn and be able to follow policies and procedures.

Uses technical expertise, effective communication skills and a customer-focused mindset to assist customers via phone, email, online systems and in person. Supports PCs, networking, printing devices, peripherals, and software.

Responsibilities

• Perform software troubleshooting for offerings such as; Office 365, Teams, COTS, GOTS.
• Utilize tools such as Active Directory, Remote Desktop, etc.
• Perform hardware troubleshooting for printers, PC's, TV's, Monitors, KVM, etc.
• Utilize JIRA, or similar helpdesk system, to create and track helpdesk tickets.
• Ensure system security in compliance with DOW and company policy.
• Familiarity and/or expertise in various operating systems (Windows, Linux, etc.).
• Collaborate with various team members to troubleshoot and document IT issues.
• Assist with escort of Maintenance Personnel, IT Personnel, and others as required.
• Assist with troubleshooting network ports and network equipment.
• Setup IT equipment for users.
• Collaborate with team members on future direction and opportunities for new technology.
• Receive and respond to escalated/advanced service requests from customers.
• Comply with standard company policies and procedures.
• Work effectively on team projects, communicating properly and providing status.
• Recognize necessary improvements and make suggestions.
• Requires consistent exercise of discretion and judgement.
• Other duties as assigned.

Qualifications

• Bachelor’s degree in Computer Information Systems, Information Technology, Computer Science, or a related technical field. Additional experience may substitute for degree.
• DoD 8570.01-M compliant.
• CompTIA Security+ CE.
• Active Secret Security Clearance.
• Ability to remediate and troubleshoot issues.

Knowledge/Skills

• Knowledge of office administration and procedures.
• Exceptional judgment capabilities and relationship management skills.
• Excellent communication, teamwork, and client service skills; ability to clearly communicate in discussions and written documents, and to deliver feedback clearly and tactfully.
• Interact with a diverse array of customers and staff in a professional and courteous manner.
• Work independently with accountability for accurate and complete results.
• Be extremely organized and exceptionally detail oriented.
• Work well both independently and in a team environment.
• Be energized by a fast-paced work environment.
• Must be able to communicate with others effectively.
• Analyze information and respond appropriately.
• Manage time wisely and prioritize tasks.
• Provide superior customer service.
• Multi-task in a pleasant manner.
• Work well under pressure.

PHYSICAL DEMANDS

• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
• While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand; walk; handle or feel; and reach with hands and arms.
• The employee is occasionally required to sit; climb or balance; and stoop, kneel, crouch or crawl. The employee must be able to lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds.
• Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception and ability to adjust focus.
• Regular i3 hours are 8:00 a.m. - 5:00 p.m. Monday-Friday, however, additional hours may be required on occasion. Regular and punctual attendance is required.