Help Desk Technician

Help Desk Technician Summary Title:Help Desk Technician ID:471 Department:All Location:Falls Church, VA Description Help Desk Technician Excentium, Inc. is a Service-Disabled Veteran owned small business that provides Cyber Security Engineering, Information Assurance (IA), management, Certification and Accreditation (C&A), and other IT services to government and commercial organizations. We have an opportunity for a Help Desk Technician supporting one of our Federal customers in Falls Church, VA. MINIMUM CLEARANCE LEVEL: Secret CITIZENSHIP: US Citizenship LOCATION: Falls Church, VA Responsibilities: The Help Desk Specialists will provide support for incident resolution and requests reported to the service desk. The Specialists are responsible for the initial assessment, triage, research, and resolution of incidents and requests regarding the use of application software tools and/or infrastructure components. The Help Desk Specialists provide support through analysis and problem resolution using remote communication or through telephone contact with the client or end user. Addresses and resolves incidents and requests; logs all incidents and requests; engages other service desk resources or appropriate service resources to resolve incidents Creates a positive customer support experience and builds strong relationships through deep problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling customer issues with a professional attitude. Ensures the end-to-end customer experience and provides a single point-of-contact for the customer. Resolves general hardware and software problems with customers having little or no background in computers Conducts component level diagnostics Maintains documentation for procedures and processes, as well as maintenance logs and equipment databases. Requirements: Current Secret Clearance Associates Degree in Computer Science, Business Information System or related IT field or 3 years work experience required. Required certifications: Security; Microsoft Operating System Certification Experience in Microsoft based platforms (Windows XP, Windows 7, Microsoft Office Suite, Etc.) Understanding of Active Directory (Account Management, Organizational Units, Mailbox Management, Exchange features) Experienced in Network, LAN, VLAN (troubleshooting and setting up printers on network, identifying network versus local based issues) We take pride in building a workforce with a strong Veterans focus Excentium offers a competitive salary and comprehensive benefits package, including medical, dental, life, disability, 401k, and paid time off. Excentium, Inc. is an equal opportunity employer.