IT HELPDESK (PART-TIME)

Job Description

The IT Helpdesk Level 1 Support role is the first point of contact for end-users seeking technical assistance and support for IT-related issues. The primary responsibility is to provide efficient and timely resolution to problems while delivering excellent customer service. The Level 1 Support Technician will troubleshoot, diagnose, and escalate issues as needed to ensure smooth IT operations.

Responsibilities

1. User Support:

• Provide first-level technical support to end-users via phone, email, or in person.
• Assist users in resolving hardware, software, and network-related issues.
• Assists with research and development initiatives and in the implementation of new technologies
• Assists with the implementation of technology projects with moderate scope and impact.

2. Problem Resolution:

• Diagnose and troubleshoot technical issues, guiding users through step-by-step solutions.
• Escalate complex problems to Level 2 or Level 3 support with detailed information.

3. Software and Hardware Support:

• Install, configure, and troubleshoot software applications and hardware components.
• Assist with software updates, patches, and system upgrades.

4. User Account Management:

• Manage user accounts, passwords, and access permissions.
• Assist in onboarding and offboarding processes for employees.

5. Documentation:

• Create and update documentation for common issues and resolutions.
• Assists with tracking inventory levels of equipment and materials; performs data entry and maintenance of records such as, but not limited to, project documents, user instructions, general reports and/or systems errors.
• Maintain knowledge base articles to facilitate quicker issue resolution.

6. Communication:

• Communicate technical information to non-technical users clearly and understandably.
• Keep users informed of the status of their reported issues.

7. Remote Support:

• Provide remote support to users in different locations using remote assistance tools.

8. IT Security:

• Enforce IT security policies and procedures to protect data and systems.
• Report security incidents and vulnerabilities to the appropriate channels.

9. User Training:

• Conduct user training sessions on basic IT procedures and best practices.
• Promote awareness of IT policies and guidelines.

Qualifications:

• High school diploma or equivalent; additional technical certifications or degrees are a plus.
• Entry-level position providing IT Support.
• Proven experience in a helpdesk or technical support role.
• Strong problem-solving and communication skills.
• Customer-oriented with a focus on providing excellent service.
• Knowledge of a wide range of computer systems software, applications, hardware, networking, and communications.
• Ability to perform routine preventive maintenance on systems software, applications, hardware, networking, and communications.
• Knowledge of current technological developments/trends in area of focus.

Records maintenance skills.

• Ability to provide direction to staff and/or students to resolve technological issues.
• Strong interpersonal and communication skills and the ability to work effectively with a wide range of constituencies in a diverse community.
• Ability to work collaboratively in a team environment.

Working Conditions

• Work is normally performed in a typical interior/office work environment.
• Moderate physical activity. Requires handling of average-weight objects up to 25 pounds and/or standing and/or walking an average of four (4) hours per day.

Job Type: Part-time

Benefits:

• Paid time off

Schedule:

• 4 hour shift

Experience:

• pricing and estimation: 5 years (Required)

Security clearance:

• Secret (Required)

Ability to Relocate:

• Reston, VA 20191: Relocate before starting work (Required)

Willingness to travel:

• 75% (Required)

Work Location: Hybrid remote in Reston, VA 20191