Job Description

Position Description
• Contracting position for Tier 1 Help Desk Technician position supporting the Office Information Management, a department of the Office of Science, with in the Department of Energy Serving as the first point of contact for customers seeking technical assistance
• Performing remote troubleshooting through diagnostic techniques and pertinent questions. You will answer support calls on technical issues and offer advice to solve them. Determining the best solution based on the issue and details provided by customers
• Looking for a competent Help Desk technician to provide quality and useful technical assistance with computer systems and support applications. • An excellent Help Desk technician must have good technical knowledge and be able to communicate effectively to understand the problem and explain its solution. They must also be customer-oriented and patient to deal with difficult customers.
• The goal is to create value for our clients that will help preserve the company’s reputation and business. Responsibilities
• Serve as the first point of contact for customers seeking technical assistance • Perform remote troubleshooting through diagnostic techniques and pertinent questions
• Accurately detail customer’s issue
• Determine the best solution based on the issue and details provided by customers
• Walk the customer through the problem-solving process
• Direct unresolved issues to the next level of support personnel after exhaustive troubleshooting
• Provide accurate information on policy to the customer
• Follow-up and update customer status and information
• Create Knowledge Base Articles to pass along learned knowledge to support the team Requirements
• Proven experience as a Service Desk technician or Help Desk support staff
• Tech savvy with working knowledge looking for software support expertise
• Microsoft MECM experience
• Mobile Data Management familiarity preferably Microsoft Intune
• Active Directory knowledge and account administration
• Operating System knowledge and support of Windows 10 and Mac OS
• Outlook desktop client and O365 client support experience
• Microsoft O365 Pro Plus
• Microsoft O365 Cloud Suite
• Entrust experience (basic encryption support experience)
• RSA, multi-factor authentication knowledge
• VMWare Virtual Desktop experience
• Good understanding of computer systems, mobile devices, and other tech products
• ServiceNow Ticketing System experience preferable
• Familiarity with 3CLogic Call Management as agent
• Proficiency in English
• Excellent communication skills
• Customer-focused and cool-tempered
• Associate degree or 5 years of technical experience
• CompTIA A+ highly recommended

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