Armed Forces Benefit Association
IT Service Desk Technician 1
Armed Forces Benefit Association, Alexandria, Virginia, us, 22350
General Description
This position will provide fast and useful technical assistance with computer systems. You will answer queries on basic technical issues and offer advice to solve them. An excellent service desk technician must have good technical knowledge and be able to communicate effectively to understand the problem and explain its solution. You must be customer-oriented and patient to deal with diverse customers. The goal is to create value for clients that will help preserve the company’s reputation and business.
Essential Duties and Responsibilities
Provide a first point of contact for customers seeking technical assistance with a ticket, phone call, email, or in person
Perform remote troubleshooting through diagnostic techniques and pertinent questions
Determine the best solution based on the issue and details provided by customers
Walk the customer through the problem-solving process
Direct unresolved issues to the next level of support team member
Provide accurate information on IT products or services
Record events and problems and their resolution in logs
Follow-up and update customer status and information
Pass on any feedback or suggestions by customers to the appropriate internal team
Identify and suggest possible improvements on procedures
Execute daily payment processes
Configure, maintain, and deliver required hardware, software, service levels according to established IT procedures
Install, configure, test, maintain, monitor, and troubleshoot hardware & software
Liaise with third-party vendor support, equipment vendors and business partners
Prepare, maintain, and adhere to IT procedures for logging, reporting, and monitoring IT services
Respond to emergency IT service outages in accordance with business continuity and disaster recovery plans
Required to drive to our satellite office(s) once per workweek
Education, Licensure, Certification, and Experience
Experience in help desk or service desk position or other customer support role
Experience working in a team-oriented, collaborative environment
Experience in troubleshooting Microsoft 365 apps (Outlook, Teams, etc.)
Associate degree in IT, Computer Science preferred
Knowledge, Skills, and Abilities
Tech savvy with working knowledge of office automation products, databases, and remote control.
Ability to diagnose and resolve basic technical issues
Understanding of computer systems, mobile devices, and other technology products.
Available for rotating evening/early morning and occasional weekend work to meet deadlines.
Excellent communication skills, including proficiency in the English language
Customer-oriented and ability to remain calm when working with customers, difficult situations or unknown solutions; ability to stay cool-tempered
Ability to drive to our satellite office(s)
This position will provide fast and useful technical assistance with computer systems. You will answer queries on basic technical issues and offer advice to solve them. An excellent service desk technician must have good technical knowledge and be able to communicate effectively to understand the problem and explain its solution. You must be customer-oriented and patient to deal with diverse customers. The goal is to create value for clients that will help preserve the company’s reputation and business.
Essential Duties and Responsibilities
Provide a first point of contact for customers seeking technical assistance with a ticket, phone call, email, or in person
Perform remote troubleshooting through diagnostic techniques and pertinent questions
Determine the best solution based on the issue and details provided by customers
Walk the customer through the problem-solving process
Direct unresolved issues to the next level of support team member
Provide accurate information on IT products or services
Record events and problems and their resolution in logs
Follow-up and update customer status and information
Pass on any feedback or suggestions by customers to the appropriate internal team
Identify and suggest possible improvements on procedures
Execute daily payment processes
Configure, maintain, and deliver required hardware, software, service levels according to established IT procedures
Install, configure, test, maintain, monitor, and troubleshoot hardware & software
Liaise with third-party vendor support, equipment vendors and business partners
Prepare, maintain, and adhere to IT procedures for logging, reporting, and monitoring IT services
Respond to emergency IT service outages in accordance with business continuity and disaster recovery plans
Required to drive to our satellite office(s) once per workweek
Education, Licensure, Certification, and Experience
Experience in help desk or service desk position or other customer support role
Experience working in a team-oriented, collaborative environment
Experience in troubleshooting Microsoft 365 apps (Outlook, Teams, etc.)
Associate degree in IT, Computer Science preferred
Knowledge, Skills, and Abilities
Tech savvy with working knowledge of office automation products, databases, and remote control.
Ability to diagnose and resolve basic technical issues
Understanding of computer systems, mobile devices, and other technology products.
Available for rotating evening/early morning and occasional weekend work to meet deadlines.
Excellent communication skills, including proficiency in the English language
Customer-oriented and ability to remain calm when working with customers, difficult situations or unknown solutions; ability to stay cool-tempered
Ability to drive to our satellite office(s)