USC, GC ONLY
Open for only W2 - USC or GC
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.
Schedule: Shift Hours will be 9:00am-6:00pm
Notes:
Candidates will have to provide some support for mobile devices
Support will be done via phone, messaging and in person
Must have customer service skills, windows trouble shooting skills and networking trouble shooting skills are the 3 main points
Candidates need to be within reasonable driving distance to commute everyday
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.
