Title: Help Desk Technician/IT Support Specialist 

Government client: DTRA

Clearance requirement: Secret

Work Location: Kirtland AFB, NM

As a Help Desk Technician, you will be responsible for providing technical support and assistance to clients utilizing our solutions. You will play a critical role in ensuring our clients experience minimal downtime and maximum satisfaction with our products. Your primary responsibilities will include:

• Responding to client inquiries and technical issues via phone, email, or chat in a timely and professional manner.
• Diagnosing and troubleshooting technical issues related to Plug and Play devices, software, and peripherals.
• Guiding clients through step-by-step solutions to resolve technical problems and provide instructions on product usage.
• Documenting support tickets, including detailed descriptions of issues, troubleshooting steps taken, and resolutions achieved.
• Collaborating with internal teams, including Product Development and Quality Assurance, to escalate complex issues and provide feedback for product improvement.
• Assisting with Plug and Play product installations, configurations, and updates as needed.
• Maintaining a high level of customer satisfaction through effective communication and problem-solving skills.

Qualifications:

• Proven experience in a technical support role, preferably in a help desk or customer support environment.
• Strong knowledge of Plug and Play technologies, including hardware and software components.
• Proficiency in troubleshooting common technical issues related to computer systems, networking, and peripherals.
• Excellent communication skills, both verbal and written, with the ability to convey technical information clearly and concisely.
• Exceptional customer service skills with a focus on delivering a positive client experience.