Help Desk Technician

Primary Responsibilities

  • Provides Tier 1 support to end users
  • Installs, configures and maintains personal computer workstations and related equipment and devices
  • Investigates user problems, determines possible solutions, and tests and implements solutions
  • Promptly directs complex/high priority issues to Tier II and Tier Ill personnel
  • Troubleshoots networks, systems and applications to identify and correct operational issues
  • Configures and upgrades computer equipment as needed
  • Performs software and application installation and upgrades
  • Maintains firewalls, configures VPN, and manages host security, file permissions and file system integrity
  • Maintains strong understanding of system requirements and functions for each assigned project
  • Participates in special projects as needed

Required Technical Skills

  • Installation, configuration and maintenance of personal computers, networks, hardware & software
  • Identification and resolution of computer system/operations problems
  • Network systems, applications, procedures
  • Security and VPN solutions
  • Cisco technologies
  • Help desk/customer service skills

Required Education and Experience

  • Associate’s degree in a related discipline, or equivalent combination of education and experience
  • 4+ years of networking and PC support experience to include help desk
  • Automated issue tracking system experience preferred
  • Proven ability to prioritize and multitask; must be detail-oriented and organized
  • Excellent oral and written communication skills
  • Self-starter with ability to learn quickly and accomplish tasks in a timely manner with minimal supervision
  • Capable of lifting equipment up to 50 pounds
  • Ability to work occasional evenings and/or weekends as necessary

Clearance: Active TS/SCI clearance preferred but not required.

Location:  Herndon, VA

Classification: Full-time, Non-exempt

Travel: 5%

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