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Helpdesk Tier I with Security Clearance

Company: Marathon TS Inc
Location: Falls Church
Posted on: January 14, 2021

Job Description:

Job Description Helpdesk Technician - Tier 1 Qualifications: * DOD 8570 IAT Level I, II, or III certification required: A, Network, or Security CE * Candidates must hold a current active DOD Security Clearances of Public Trust or Secret preferred. * Superior customer service skills a must. Strong desire to provide the highest quality of service to the customer required. * Superb verbal communication skills; comfortable working on the telephone and responding to calls. * Active DOD Position of Trust level Security Clearance required * Knowledge of Information Technology network and systems technologies, processes, and methodologies required. Preferred: * B.S. Computer Science or equivalent education and experience desired * At least 1 years of previous Help Desk experience. * At least 1 years' of previous Customer Service experience or Call Center environment. * 1 years of experience in the IT field * Experience with IT and Help Desk technologies, to include Remedy, Heat, other ticketing systems, VPNs, remote and VMware tools, Office 13, Exchange, Active Directory, Windows 7 and 10, and knowledge of laptop technologies strongly preferred. Responsibilities: * Answer calls coming into the Tier 1 Help Desk by the third ring. * Create a customer incident in Remedy, the call tracking software for every call answered. * Ability to provide Mobile Support, adding and deleting users to the client network as well as other AD HOC tasks. * Ability to assist clients with hardware and software support via telephonically. * Coordinate with team to ensure rapid response times and follow-up with customers. * Ensure that all VIP calls are responded to immediately. * Develop professional working relationship with customer to better understand business needs. * Process customer orders, prepare correspondence and fulfill customer needs to ensure customer satisfaction. * Provide technical support to end users on a variety of issues. * Identify, research and resolve technical problems. * Respond to telephone calls, emails and personnel requests for technical support. * Document, track and monitor the problem to ensure a timely resolution. * Update and develop CAC policies and procedures. * Coordinate and consult with Customer, Engineering, Deskside Manager and team members to meet customer requirements. * Advise management of potential risks that may have impact on customer base and operating environment #CJJOBS Marathon TS is committed to the development of a creative, diverse and inclusive work environment. In order to provide equal employment and advancement opportunities to all individuals, employment decisions at Marathon TS will be based on merit, qualifications, and abilities. Marathon TS does not discriminate against any person because of race, color, creed, religion, sex, national origin, disability, age or any other characteristic protected by law (referred to as "protected status ").

Keywords: Marathon TS Inc, Washington DC , Helpdesk Tier I with Security Clearance, Other , Falls Church, DC

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