Tier I IT Help Desk Technician
Herndon, VA

Job Description

Is it time for a new and exciting job opportunity? Phacil, an employee owned IT consulting company, is seeking a Tier I IT Help Desk Technician for an important customer in Herndon, VA. Join an amazing group of dedicated professionals and see the possibilities!

We bring service excellence and professional commitment delivering quality service and ferocious execution to our Federal Government customers. We provide solutions in the areas of Information Assurance, Cyber Security, Artificial Intelligence, Software & Systems Engineering, Cloud & Managed Services and Network Engineering. Join us by applying at www.phacil.com/careers/opportunities .

Clearance Level (Required to Start):

* Active Interim Secret clearance required to start- ability to obtain full Secret required

Daily Job Responsibilities:

The ideal candidate will possess the ability to:

* Apply expertise to solve first level technical support issues for end-users of the client's products and services.
* Use automated information systems to analyze routine situations.
* Utilize the Knowledge Base to research, analyze, and resolve basic software, network, and hardware questions and problems received by phone, email, chat, or Remedy ticketing system.
* Complete supporting paperwork and data entry as required.
* Create and maintain service reports.
* Resolve problems or contacts more senior technical support as necessary.
* If support results in new solution, candidate will provide documentation to Technical Writers in order to have new Knowledge Base articles authored.
* Support users by fulfilling individual requests for information and/or training in the utilization of the various applications.
* Instruct users in the use of PCs and networks.

Support includes but is not limited to

* Account modifications, resets, and unlocks
* Problem solving and troubleshooting issues with applications and hardware
* Mobile device troubleshooting (iPhone, iPad, Blackberry, Samsung Galaxy)
* Troubleshooting basic network issues with VPN, Citrix, and Internet Explorer
* Implementing PC registry fixes

Required Qualifications:

* Strong written and verbal communication skills
* Ability to provide support via phone and/or email

Preferred Skills:

Preference will be given to candidates with additional IT and Programmatic certifications/experience, such as:

* ITIL V3 Foundation
* Microsoft Certification
* Previous Tier 1 experience