Help Desk Tier I&II Chantilly, VA
MUST:
Experienced Help Desk Tier I&II
3 - 5 years of Help Desk Tier I&II Support
3 - 5 years of Remote Troubleshooting is required
1 years working for a Commercial company (Non Govt) or Managed Service Provider (MSP)
2 years experience installing, upgrading, repairing, moving and replacing servers, desktops, laptops and peripherals
Remote Management / Monitoring (RMM) applications; Proficient with Autotask, Datto RMM, Datto Backup Systems, Microsoft 365, SonicWall Firewalls, Email and Server Migrations
Valid Virginia Drivers License required (Driving to sites)
DUTIES:
Troubleshoot issues over the phone and via chat, email, etc.
Monitor help desk system for support requests, troubleshoot/diagnose, follow up or escalate when necessary.
Operate in the field as needed for special projects onsite at client office.
Resolve support tickets assigned based on priority/urgency in a timely manner.
Provide permanent solutions to clients by effectively diagnosing issues
Appropriately update tickets while tracking resolution steps and account for time allocated to each ticket.
Work collaboratively with employees within department and across functions
Deliver outstanding customer service, demonstrate professionalism while maintaining composure in stressful situations
Ability to conduct research into a wide range of technical issues as required
Work well with stringent deadlines and possess good organizational skills