GridIron IT is seeking a Help Desk Technician local to the DC Metro Area. Active Secret Clearance or higher required Essential Duties And Responsibilities
• Answers, evaluates, and prioritizes incoming telephone, voice mail, e-mail, and in-person requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies.
• Handles problem recognition, research, isolation, resolution and follow-up for routine user problems, referring more complex problems to supervisor or technical staff.
• Provides excellent customer service with problem resolution. Establishes strong working relationships with internal and external customers. Ensures customer satisfaction by responding to all help desk requests in a timely and professional manner.
• Logs and tracks calls using problem management database, and maintains history records and related problem documentation.
• Installs personal computers, software, and peripheral equipment.
• Maintains an accurate listing of installed software and/or hardware, to insure proper licensing and accounting of equipment.
• Tracks and maintains an accurate listing of computer equipment based on asset tags for accounting and inventory purposes.
• Prepares standard statistical reports, such as help desk incident reports.
• Analyzes and evaluates incident reports and makes recommendations to reduce help line incident rate.
• Calls software and hardware vendors to request service regarding defective products.
• Tests software and hardware to evaluate ease of use and whether product will aid users in their work.
• Trains users on software and hardware on-site or in classroom, or recommends outside contractors to provide training.
• Performs basic Windows 2003 Active Directory Administration, basic Exchange Administration, and basic Unix, and Windows based server maintenance and troubleshooting. Education:
• Associates or Bachelor's Degree from an accredited institution in related technical discipline: Computer Science, Computer Engineer, Information Systems or Technology (2 to 4 years of additional experience may be substituted for Education)
• Security Clearance: Required to have a US Government security clearance (Secret or above)