Help Desk Tier II

Zolon Tech is seeking a detail-oriented, thorough, and organized help desk employee to join our team. In this position, you will be responsible for providing technical assistance and support to clients with computer systems, hardware, or software issues. You will also respond to queries, run diagnostic programs, isolate problems, and determine and implement solutions. Help Desk Duties and Responsibilities: Tier II support for various types of IT equipment, software, and peripheral equipment such as CPUs, monitors, keyboards, mice, laptop/notebook computers, cell and "smartphones ", Operating System upgrades, IAVA mitigation, system imaging, and technical refresh cycles for all end-user devices. Tier II support entails desk-side support and on-site technician support. Visit the user's desktop or printer for hands-on support for various types of computer repairs, troubleshooting, and hardware/software maintenance. Overall knowledge of computing environments includes the following: Microsoft Windows,Microsoft Office Suite (Including MS Outlook (current version) Microsoft Project Antivirus Internet Explorer, Firefox, and Chrome browsers. Adobe Acrobat, Flash Player, Creative Cloud Visio. ActiveClient Desktop Software. Create step-by-step training material with screenshots for clients. Determine the best solution based on the issue and details provided by customers. Direct unresolved issues to the next level of support personnel. Follow-up and update customer status and information. Identify and suggest possible improvements in procedures. Maintain technical documentation and service catalog on the installation of software, the configuration of hardware, and problem troubleshooting. Monitor and respond quickly and effectively to requests received through the IT helpdesk. Perform remote troubleshooting through diagnostic techniques and pertinent questions. Provide quick resolution and excellent customer service. Provide technical assistance and support for incoming concerns and issues related to systems, software, and hardware. Serve as the first point of contact for customers seeking technical assistance over the phone or email. Work through the problem-solving process with customers, empowering them to do the same in the future. Help Desk Requirements and Qualifications: Help Desk Technician hands-on experience with diagnosing and resolving basic technical issues Keen attention to detail, memory of patterns, interest in problem-solving excellent communication and interpersonal skills customer-oriented and patient Security Requirements: Must have a Tier 3 (T3) - formerly (National Agency Check with Local Agency Check and Credit Check (NACLC) investigation IAW the FIS and must obtain and maintain a SECRET clearance before performing work on this task order. Information Assurance (IA) and Information Technology (IT) Training Must comply with DoD and Army training requirements in DoD 8570.1 Security CE Certification required on day one Must comply with DoD and Army training requirements in Computing Environment certification meeting DOD 8570.01-M and IAT Level I.