What are the responsibilities and job description for the Help Desk Technician position at TIAG?
TIAG is now hiring a Help Desk Associate to join our team at Fort Belvoir, supporting the A.T. Augusta Military Medical Center (Formerly known as Fort Belvoir Community Hospital).
This position requires that the candidate hold a Secret security clearance, so the candidate must be a US Citizen or Naturalized Citizen. This is an on-site position at Fort Belvoir Community Hospital.
Position Responsibilities:
- Use a ticket tracking system such as ServiceNow to access assigned tickets and close them.
- Perform computer troubleshooting and setup process requiring multiple detailed processes and procedures.
- Write/document detailed troubleshooting results in help desk ticket tracking.
- Pull computer/server log files and send them to Tier 3 support for further diagnosis.
- Multi-task 3-5 concurrent computer support activities with detailed processes.
- Recall from memory in a timely manner established computer support techniques.
- As needed, perform troubleshooting for computer break-fix processes and software upgrades.
- Provide exceptional customer service by actively listening to user issues, demonstrating empathy, and delivering clear and concise solutions in a timely manner.
- Maintain a positive and professional demeanor while interacting with users across various communication channels (phone, email, chat, in-person), ensuring a high level of customer satisfaction.
Qualifications:
- Entry-level experience with remote access software, Office Automation Software Suites, and knowledge of Operating Systems and Networking.
- Demonstrated ability to communicate effectively, both written and orally, among the customer base and Help Desk management.
- Experience working with PC software and troubleshooting
- An understanding of the military community is an added plus
- Ability to obtain a Secret Clearance
- Strong PC software and troubleshooting skills
- Experience using Windows 10 and Microsoft Office 2010 Products
- CompTIA Security
- CompTIA A cert OR other Windows Environment Certification required to start
TIAG is a federal contractor and an equal opportunity and affirmative action employer that does not discriminate and employment decisions shall be based solely on merit and without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or protected veteran status, or any other characteristic protected by local, state, or federal laws, rules, or regulations.
This policy applies to all terms and conditions of employment. To achieve our goal of equal opportunity, TIAG maintains an affirmative action plan through which it makes good faith efforts to recruit, hire, and advance in employment qualified individuals with disabilities and protected veterans.
Salary : $50,000 - $60,000