Job Title : Help Desk Associate
Locations:. : Onsite in McLean, VA
Job Description:
Must have: Windows 10/11 OS, Active Directory, Office 365, and supporting Laptops/Desktops. Basic Understanding of VPN/Networking is required. This is a customer facing role requiring excellent written and verbal communication skills with hands-on experience in customer service.
Description
We are a level 1/1.5 (Service Desk/Technology Solution Center) support team taking customer calls, live chats and walk-ins. We provide first level resolutions for incidents and requests when possible. We are searching for an individual who is results driven, a problem solver and critical thinker. Our operating hours are Monday through Friday 7am - 6pm (excluding company holidays). This position will require to the individual to be on-site 5 days a week.
Your Impact:
The ideal candidate must be able to work in a fast-paced environment to help consistently provide high-quality service and technical support to end users.
Perform level 1-1.5 support for internal customers via phone, live chat, Walk-in's at our Technology Solution Centers or via self-serve
Ensure customer satisfaction by meeting customer needs in courteous and timely manner
Use a strong customer-service attitude when responding to technology requests
Communicate effectively and clearly to customers
Be an advocate for the end user to ensure they receive high-quality and timely service and support from the entire enterprise operations & technology organization.
Qualifications:
1+ years' experience in an enterprise organization supporting end users in Desktop Support and enterprise applications
Demonstrated/strong knowledge of Microsoft Office 365 products
Demonstrated knowledge of using ITSM application (preferred ServiceNow)
Demonstrated/strong knowledge of software: Windows 10/11; Active Directory; RSA Authentication Manager, Cisco AnyConnect, PingID, Global Protect, VMware; multifunctional printers; Internet Software (i.e., Edge; Firefox; Google Chrome)
Demonstrated/strong knowledge of hardware: Desktop; Laptop wireless mobile devices (smart phones, tablets, etc.) & Virtual Desktop infrastructure
Ability to quickly learn new technology and applications and retain (absorb) to resolve issues independently
Good attitude and excellent attendance required
Typing speed of 50+wpm.
