Job description

· Answering helpdesk calls, and responding to voicemails in a timely manner.

· Greeting customers and assisting in creating and updating IT support tickets (Remedy) per defined service-level agreements.

· Evaluating, prioritizing, solving, and escalating all tickets to the appropriate Tier Support, and/or correcting the assignment of tickets as required.

· Maintaining ownership of service tickets throughout the life span of the support request.

· Assigning ticket severity by walking customers through a series of troubleshooting steps to determine the severity and nature of reported IT problems.

· Updating and maintaining service work notes.

· Establishing a high level of personal credibility and building strong relationships.

· Consulting with immediate supervisor or higher-level IT specialists on possible solutions.

· Coordinating with technicians to provide status updates to outstanding tickets.

· Collaborating and following up with technicians to resolve requests, and provide status updates on outstanding support tickets.

· Providing updates, status, and completion information to management.

· Following-up with users/customers to ensure resolution of issues, closing tickets only when the resolution to the issue has been reached, to the satisfaction of the user/customer.

· Participating in workshops, seminars, or other events as required.

· Other duties as assigned by the Government, contract or supervisors in coordination with the SLA’s.

Job Type: Full-time

Pay: $50,000.00 - $55,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Health savings account
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday

Experience:

• IT: 1 year (Preferred)

License/Certification:

• CompTIA Security+ (Preferred)

Security clearance:

• Secret (Required)

Work Location: Hybrid remote in Alexandria, VA 22350

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