Helpdesk Technician

Woodbridge, United States

Available for IMMEDIATE start for the right candidate.  
Please read the entire job description along with requirements and benefits sections for complete details.

Temp to Permanent position - Typically 30-days as a temp but could be up to 90-days.


OVERVIEW

The number one goal of everyone in our team is to make our Clients exceptionally happy. The Helpdesk Technician plays an important role in making sure that happens. The Helpdesk Technician handles the first level support requests that come in from our Clients. They are the first to touch a help desk ticket and make sure that the issued is handled quickly and the Client is informed of what to expect every step of the way. When help is needed the Helpdesk Technician can get help from or escalate issues to other members in Service Delivery Team.


Customer Relationship
Personal Evolution
Autonomy
Administrative Work
Technical Expertise

Responsibilities

  • Delight our Clients with Friendly, Quick, and Helpful Experience
  • Work on and resolve Helpdesk Tickets & Service Requests
  • Document in detail what is done on every Helpdesk ticket
  • Make sure that Client Documentation is well maintained
  • Split tickets that have several issues into separate tickets
  • Provide Clients with basic remote troubleshooting
  • Make sure tickets aren't "stale" throughout the process
  • Escalate tickets that require Senior Helpdesk support
  • Communicate with Client the status for their ticket each step of the way, notify them of any changes or outages
  • Follow Standard Operating Procedures (SOPs) for daily/weekly/monthly recurring tasks
  • Submit Timesheets & Expense reports as indicated on their SOPs
  • Follow all company Security Procedures and keeping a vigilant eye for Security issues

Must Have

  • Must be a US Citizen
  • A love for, with ability to, Solve problems & Challenges
  • Must be passionate about technology and cybersecurity
  • Must report to our Woodbridge, VA office M-F from 8a-5p
  • A+ Certification (if no cert you must pass the A+ tests within 90-days from initial start date to retain employment)
  • Superior communication skills, founded in being a good listener
  • Must have some experience, preferably at least a year, managing Office 365 environments - in Hybrid and Cloud only configurations
  • An understanding of support tools, techniques and how technology is used to provide service
  • Strong understanding of desktop operating systems, business applications, printing and network systems
  • Basic to moderate experience administering Active Directory
  • Must be able to type quickly and accurately while talking on the phone
  • Ability to speak both Geek and Human

Nice to have

  • Experience working either in a Helpdesk or for a Managed Service Provider (MSP) / IT support business
  • Experience using a Ticketing system and other IT systems management tools
  • Experience providing support via remote tools
  • Experience handling technical service Tickets
  • Professional IT Certifications such as MCP, MCSA, MCSE, ITIL, Net+, Sec+, PMP
  • Experience with NIST framework (CSF and SP 800-171), DFARS 252.204.7012 and CMMC compliance requirements.

NUMBERS & METRICS

We believe that what gets measured, gets managed (& improved). So, we work hard as a team to track important KPIs (Key Performance Indicators) & metrics in our business so we know what areas are working well and what areas we may need to improve on. The Helpdesk Technician role will be accountable to KPIs & Metrics that will include things such as Client Satisfaction Scores (CSAT), Documentation Quality, Ticket Re-Opens & First Touch Ticket Closures, as well as intangible metrics that align with things such as our Company Core Values. These will change from time to time as we grow & improve.


REPORTING

The Helpdesk Technician role reports directly to the Lead Service Tech.


CAREER GROWTH

For someone looking to progress their role, the Helpdesk Technician naturally leads into roles such as: the Senior Helpdesk Technician, Network Engineer, Solutions Architect, Account Manager, Virtual CIO, CTO or Senior Network Engineer.


What We Offer


Each employee has a chance to see the impact of his work. You can make a real contribution to the success of the company.
Several activities are often organized all over the year, such as weekly sports sessions, team building events, monthly drink, and much more

Trainings

A proactive approach to Ongoing Training to help you develop life-long skills

Perks

A full-time position
Benefits package which includes:
Medical, Dental, Vision, all major Federal holidays off with pay
Easygoing environment and culture