Help Desk Support Technician

The Help Desk Support Technician is responsible for providing Tier 1 support primarily over the phone, to BAC and their customers. The activities associated with this position include identification, prioritization, and resolution of reported problems. Additionally, the Help Desk Support Technician will perform general maintenance tasks and resolve less complex IT problems immediately, while the more complex IT issues will be escalated to a higher level of support. The Help Desk Support Technician may encounter the need to use problem management databases and/or proprietary help desk systems., The list of essential functions below is intended to be representative of the tasks performed within this job. Other duties may be assigned based on business need.

• Provide superior customer service by responding to requests for technical assistance via the phone and through other contact channels.
• Provide Desktop and Server Hardware support.
• Gather information to diagnose technical hardware and software issues; apply problem solving skills and resolve the request effectively.
• Direct the end user to perform step by step actions to resolve the purpose of the call.
• Decide if the ticket requires escalation to a higher-level IT support technician and assign the ticket accordingly.
• Debrief situations accurately ensuring correct ticket documentation before dispatching to technicians.
• Conduct basic troubleshooting to resolve common hardware and software issues, if needed.
• Conduct research using available resources; use critical thinking skills to find a solution for the customer’s need and/or concern.
• Maintain and stay current with system information, changes, and updates.
• Utilize tools to remotely access end user systems and perform corrective actions to resolve the users’ problem.
• Resolve tier 1 IT tickets within a stated SLA and escalate when needed.
• Complete reports, track/log/route problems, issues, requests, and document resolutions in written form or escalate to the responsible resource for resolution.
• May be required to be on an On-Call rotation.
• Accept other jobs/duties as assigned.

• At least 18 years old.
• Associates degree.
• Proficient in the English language (written and verbal).
• 1 year work experience in an IT help desk or IT support function.
• CompTIA certified or obtain within the first 6 months of employment.
• Must be able to pass a background screening for access to the work areas.
• A solid working knowledge of computer systems, hardware, and software.
• Must pass a pre-employment drug screening.

PREFERRED QUALIFICATIONS:

• Depending on contract, some positions may require US Citizenship.
• A+, HDI Support Center Analyst or equivalent certifications

In addition to meeting the minimum qualifications listed above, an individual must be able to perform each of the established essential functions in order to perform this job successfully.

KNOWLEDGE, SKILLS, AND ABILITIES:

• Knowledge of principles and processes for providing outstanding customer service.
• Ability to operate a computer using Microsoft Office Suite and applicable department or organization specific software.
• Able to speak, listen, read in English while simultaneously using a computer.
• Ability to define problems, collect data, establish facts and draw valid conclusions.
• Ability to establish and maintain effective and collaborative working relationships with those contacted in the course of work.
• Ability to organize work for timely completion.
• Ability to regularly attend work and arrive punctually for designated work schedule.
• Oral and written communication skills sufficient to facilitate clear and accurate information exchanges with customers., Tasks involve the ability to exert light physical effort in sedentary to light work, which may involve some lifting, carrying, pushing and/or pulling of objects and materials of light weight (up to 20 pounds). Tasks may involve extended periods of time sitting at a workstation and utilizing a keyboard. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Dependent on contracted work, may have to be authorized to access and work on government installations., * Medical insurance is offered.

• Free Dental and Vision insurance for employees.
• Paid holidays, vacation, sick, and personal days.
• Additional programs include company paid term life and AD&D insurance, short and long-term disability coverage.
• Full-time employees are eligible to participate in the 401k plan on the first of the month following their date of hire. Employer match is 50% of the first 8% contributed by employee.
• Supplemental voluntary life and AD&D insurance is available.
• Additional Supplemental benefits are available including Accident, Critical Illness, Hospital, and Pet Insurance.
• Employee Assistance Program.
• Tuition reimbursement.
• Eligible for performance bonus plans.
• Eligible for 401k Profit-Sharing program.