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Helpdesk Technician in Chantilly, VA at APEX Systems

Date Posted: 5/18/2019

Job Snapshot

Job Description

Job #:  871485
Our Great Federal Government Client is seeking Tier 1 Help Desk Support Technicians to join their global enterprise. This position is a long term position that will offer competitive hourly compensation and upward mobility.
 
 
 


•If interested, email Wendy at jpumpelly@apexsystems.com


 
Job Overview:
Helpdesk Technician
Job Description:
  • Answers help desk telephones for assigned account(s) and responds to moderately complex customer inquiries to ensure customer needs are met
  • Assists the customer in resolving complex technical problems on a primary account by providing guidance regarding software and hardware problems
  • Follows up with customers to ensure that customer inquiries are resolved within the contracted or agreed upon time frame. 
  • Logs and tracks inquiries using a problem management database and maintains history records and related problem documentation.
  • Identifies, evaluates, and prioritizes customer problems and complaints to ensure that inquiries are successfully resolved.
  • Analyzes and evaluates inquiry/problem reports and makes recommendations to reduce help desk call rates. 

 
Requirements:
  • High school Diploma/GED with at least 1 year of relevant experience.
  • Experience working with Remedy and ability to troubleshoot blackberries and smartphones
  • At least one year of IT call center or Help desk experience
  • Willing to work flexible shifts
  • Experience using a ticketing system, such as Remedy or Service Now
  • Basic understanding of MS Office 2007/2010 and the ability to troubleshoot Windows XP issues

Other qualifications include:
  • Excellent communications skills 
  • Organization skills to balance and prioritize work 
  • Ability to work in a team environment 

 
 


•If interested, email Wendy at jpumpelly@apexsystems.com


 
 
 
 
 
 
 
 
EEO Employer
Apex is an Equal Employment Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other characteristic protected by law. Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law. If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation in using our website for a search or application, please contact our Employee Services Department at 844-463-6178-6178.