Help Desk Technician
Frederick, MD

Job Description

JOB DESCRIPTION

We are seeking a highly motivated, innovative professional to provide excellent customer service solutions. The Help Desk Technician will work in a team environment to assist in supporting ITA end users.

Responsibilities:

* Provides technical support as required in data management, document control, computer support, project control, and other related areas
* Tier 1 service encompasses receiving phone calls, emails, chat, instant messaging, texts
* Documenting and triaging the request; solving or escalating the request
* Tracking request status and providing routine progress updates to the customer; and following up with the customer on the resolution of ticket for completeness/quality and satisfaction.

REQUIRED SKILLS AND EXPERIENCE

* High school diploma or 3 years applicable experience
* Current A+ certification
* IT/Customer service experience (good people skills)
* Experience with Remedy 7.1 preferred

REQUIRED EDUCATION

* High school diploma or 3 years applicable experience
* CompTIA A+ Certification

REQUIRED SECURITY CLEARANCE

* Active Secret clearance

EOE M/F/Disability/Vet

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