Tier 1 Helpdesk Technician
AAC
- Location
- Onsite (Washington, District of Columbia)
- Employment
- Full-time
- Level
- Entry Level
About the Role
AAC is a veteran-owned Federal IT services company providing Enterprise IT Operations, Cloud Services, and Cyber Security. This role serves as the primary point of contact for resolving IT incidents and service requests for end-users.
Skills
Full job details
Serve as the initial point of contact and resolution for IT related incidents and requests. Accept and document customer reports of incidents and service requests through telephone, voicemail, email, self-service portal, instant messaging/chat, and personal visits to the Service Desk. Interface directly with supported end-users to provide hardware, software, and network problem resolution. Clearly and professionally communicate via phone, email, and instant messaging/chat with end users and technicians. Troubleshoot, document, track, resolve, and report on incidents and requests using the ITSM. Must have technical understanding of the technical environment, including applications, operating systems, machine configurations, and networked devices. Experience troubleshooting core services (file, email, print, web, applications, and network). Escalate ticket to the appropriate support organization when the ticket cannot be resolved by the Service Desk.
This position requires full-time on-site support.