• Responds to end-user phone, email, or chat requests for support to resolve basic computer, application, system, device, access, or performance issues
• Utilizes product information or solution database to research, troubleshoot, and deliver solutions
• Advises users on the methods, steps, and actions to resolve and avoid future issues and provides documentation as needed
•  Documents incidents using help desk systems or tools
•  Escalates problems to appropriate levels or teams to achieve issue resolution
•  Support, install or upgrade of software or devices, set up user profiles, or re-set passwords
• Fulfills all service level standards for response time and quality
• Excellent communication and customer service skills
• Other duties as assigned

• Excellent oral, verbal, and written communication skills
• Strong interpersonal and customer service skills
• Excellent organizational skills and attention to detail
• Strong analytical and problem-solving skills

• Must possess at least three (3)years of experience in providing technical support and troubleshooting to end-users
• Proficiency in operating systems, hardware, and software applications
• Strong knowledge of help desk ticketing systems and remote support tools
• Experience in inventory management, including maintaining accurate records of IT assets and equipment
• Ability to perform on-site desk-side support, including hardware installations, software configurations, and troubleshooting
• Excellent communication and customer service skills
• Must be a US citizen--verification required
• Must possess an active Secret Security clearance

• Bachelor's degree in Computer Science, Information Technology, or a related field

Disclaimer:

The above job description is intended to describe the general nature and level of work being performed by individuals assigned to this position. It is not intended to be an exhaustive list of all responsibilities, duties, and skills required. Candidates possessing the necessary qualifications for the position will be considered.

Lawelawe is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status, and will not be discriminated against on the basis of disability.

Notice to all Applicants:

Offers of employment are contingent upon satisfactory completion of a comprehensive background verification, inclusive of a criminal record check. Employment may be subject to other background checks, as required by the position.