Help Desk Support Technician - Calibre
Alexandria, VA
About the Job
CALIBRE Systems, inc, an Employee Owned Management Consultant and Digital Transformation company, has an immediate opening for a Help Desk Technician.
TheService Desk Specialist will analyze, receive, prioritize, and process incidents through the IT ticketing system. The Service Desk Specialist is responsible for developing and maintaining internal and external customer contact for support issues. While providing a professional and courteous customer experience to the client. The candidate will work as part of a team to ensure incidents are handled and resolved within the IT Service Level Agreements (SLA). The candidate will require an aptitude for working with applications and systems to undertake analysis, diagnosis and resolve technical incidents in a friendly professional manner.Additional responsibilities will be to maintain and follow all processes and procedures written in the IT Service Management System (SMS).
The Service Desk Specialist will work under the direction of the Director, IT Services & Facilities. This role will consist of specialized individual tasks and assignments
- Must be a US Citizen (potential to obtain Security Clearance)
- 50% travel to client site (Herndon, VA).
- Proficient knowledge of various operating systems, (Windows, Mac OS, Chrome OS).
- Experience in Microsoft Office Suites, Office 365 and other applications.
- Experience supporting mobile devices like iPad, iPhone, Android, PC-based tablets etc.
- Manage and support Active Directory, MS Exchange, printer configuration, Windows file permissions.
- Provides remote and on-site troubleshooting for hardware and software.
- Working knowledge of networking concepts including DNS, TCP/IP, DHCP, SMTP, VPN as well as switches and wireless access points.
- Knowledge of Microsoft SCCM, imaging and WAIK.
- Knowledge of Two-Factor Authentication (RSA).
- Monitor and respond quickly and effectively to requests received by the help desk ticketing system.
- Provide incident and problem management support to leadership.
- Able to complete multiple simultaneous projects in a timely manner.
- Hands-on experience with computer hardware and peripheral equipment
- Strong written and verbal skills as well as problem solving skills.
- Ability to interact with Tier II and III Engineers, and escalate tickets when needed.
- Exceptional communications, customer service, and interpersonal skills.
- Provide support for audio-visual systems including setup and repair of Microsoft Teams.
- Self-motivated, responsible, organized, detail oriented and a team player.
- Must be able to lift or carry up to 50 lbs.
- Available to work an on-call after hours rotating schedule.
Associates degree or 1 – 3 years of corporate IT helpdeskexperience
IT related certifications desirable- A, Net, Security, ITIL
MCSA or MCTS or other Microsoft certifications