GridIron IT is seeking a Help Desk professional local to the DC Metro area. Ability to obtain Public Trust Clearance required Minimum Years of Experience: 3-5 Years of related work experience Job Responsibilities: Provide phone and in-person support to users in the areas of email, directories, standard Windows desktop applications and custom applications deployed to a user's Government supplied equipment (computer, mobile device, phone, etc.).
Additional Roles and Responsibilities: • Provide professional friendly and helpful customer service as a first point of contact • Provide software and hardware technical support to end-users
• Provide phone support to desktop and laptop customers in house and remotely.
• Install, maintain, and upgrade software and hardware on laptops, workstations, mobile devices, printers, copiers and fax machines
• Assist the client in resolving laptop computer-related and networking issues
• Maintain and repair laptop, computers and peripherals.
• Install, configure, diagnose, repair and/or upgrade hardware and equipment ensuring its optimal performance
• Maintain working knowledge of products and/or services.
• Prepare reports and correspondence as needed.
• Enter incidents and request accurately into ticketing system • Perform other duties as assigned by supervisor
• Commitment to excellence and high standards.
• Strong organizational skills; able to manage priorities and workflow.
• Troubleshoot problem areas in a timely and accurate fashion.
• Maintain and improve quality standards by adhering to established processes, procedures and guidelines
• Recommending improved procedures for CSC responsibilities
• Inform and educate clients by explaining procedures; answering questions; providing information
• Strong adherence to work shift schedule
Skills Required:
• Demonstrate good social skills in a professional environment
• Work in a collaborative team environment
• Excellent Verbal Communication
• Phone Skills
• Data Entry Skills
• Customer Focus and Service Excellence
• Attention to Detail
• Multi-tasking
At least one of the following certifications is required:
• ITIL v3 Foundations
• HDI Support Center Analyst
• CompTIA A
• CompTIA Network
• CompTIA Security
• Microsoft Certified Professional
We are proud to be an EEO/AA employer M/F/Disability/Veteran. We maintain a drug-free workplace and perform pre-employment substance abuse testing as required by the customer.