Help Desk Technician

  • location: Reston, VA
  • type: Permanent
  • salary: $50,000 - $55,000 per year
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job description

Help Desk Technician

job summary:


Help Desk Technician

General Description:

This position serves as the primary contact for technical assistance for end users requiring support of NVR IT applications, services and equipment. Provides "1st level" technical support for end-users, over the phone and through email. Coordinates IT support process to ensure requests are completed in a timely manner and ensure customers are satisfied with support services. Support spans break/fix issues including analysis and repair of connectivity, software and hardware, as well as, access requests, equipment configuration, quality control, software installation and upgrading.

location: Reston, Virginia
job type: Permanent
salary: $50,000 - 55,000 per year
work hours: 9am to 5pm
education: Bachelors

? Essential Job Functions

  1. Provide Direct End User Support
  • Provides "1st level" technical support for end-users, over the phone and through email.
  • Respond to requests for technical assistance via phone or electronically.
  • Diagnose and resolve technical hardware and software issues.
  • Research questions using available information resources.
  • Advise customers on appropriate action and follow up.
  • Follow standard help desk procedures.
  • Log all help desk interactions in Service Desk ticketing system.
  • Identify, prioritize and escalate support tickets requiring urgent attention.
  • Follow up on reassigned unresolved requests.
2. End User Maintenance Support

  • Assist IT support team with hardware and software deployment efforts including installing, upgrading and supporting IT systems.
  • Configure hardware including but not limited to workstations and routers.
  • Install and configure authorized software.
  • Perform quality control of hardware images and software installations.
  • Repair hardware such that they can be redeployed.
3. Support End User Technical Efforts

  • Support technical efforts that impact end user computing devices.

  • Support efforts impacting end user systems, such as changes to workstations or remote file servers.
  • Challenge changes that negatively impact the end user.
  • Participate and share technical knowledge to improve solutions.
  • Provide on-site technical assistance in support of IT initiatives and projects as needed.
  • Associates degree in Computer Science or Information Technology field required, Bachelor's degree preferred or equivalent experience. High School Diploma required.
  • Very good oral and written communication skills.
  • Exceptional customer service skills.
  • Highly driven, self-starter with the ability to work independently as well as contribute to a team environment.
  • Ability to meet deadlines and manage multiple projects.
  • Ability to work late shifts (10AM to 7PM) and weekend shifts.
  • At least 1 year of IT experience including supporting, maintaining and repairing PC's, laptops, mobile phones, printers and peripherals.
  1. Experience with Microsoft Active Directory.
  2. Experience with file and folder permissions in a network file system (NTFS).
  3. Experience with help desk technical support team as frontline support technician fielding calls and performing call ticket follow-up.
  4. Hardware break/fix experience with desktops and laptops.
  5. Experience installing and supporting Microsoft Windows 10 operating systems and Office 2016 Pro Plus programs.
  6. Experience working with servers on Microsoft Server 2012 and 2016.
  7. Relevant certifications: CompTIA A+, Microsoft: MCSA (Windows 10) and MTA.

Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.

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