TIER 1 Help Desk Technician - InquisIT LLC

Transforming the Business of Government

InquisIT is a high-energy, forward-thinking, advanced technology company that provides the Federal Government and select private-sector organizations with an impressive array of services and solutions. Company expertise includes Systems Engineering, Enterprise Infrastructure, Cyber Security, Management Services, and Software Support.

The company demonstrates a new brand of leadership—one that fosters trust, integrity, excellence, and yields high degrees of success and loyalty among employees and customers. How do we do it? We give customers something different. InquisIT is a company that demonstrates relentless dedication and commitment to its customers and our people; a company that has been brought in on multiple occasions to clean up after large integrators; a company that delivers real results and metrics—versus ideas and concepts; a company that thinks that the old “80% is good enough” should never be tolerated in government; and a company that believes in being a steward of the American taxpayer in everything we do.

Why do we feel this way? We embrace the belief that by providing the best service possible to the government, we ultimately provide the best service to our nation.

POSITION SUMMARY:

As a Tier 1 Technician you will provide on-site and remote support for laptops/desktops/peripherals, COTS Software (Microsoft Office, Microsoft 365 Email), approved software/hardware, enterprise applications, and network access. In this position, you are expected to possess exceptional communication skills, technical, and analytical skills. This position requires an individual with demonstrated experience in resolving technical end-user support in a help desk setting, ability to perform technical troubleshooting, and provide data analysis to determine root causes of application issues. You will work closely with other members of the Help Desk and Infrastructure Operations teams to remediate reported client issues in a timely and professional manner. The successful team player will be knowledgeable of all products and expected to be a contributor to new product features and product testing. You are expected to troubleshoot problem areas (in person, by telephone, or via e-mail) in a timely and accurate fashion, and provide in-person, hands-on assistance at the desktop level.

Primary Job Responsibilities:

· Provides technical advice and guidance on installation, adaptation, configuration, or enhancement of end-user software, hardware, and network.

· Performs incident resolution with users, walks the user through a series of steps to determine problem and classify level, priority and nature of the most complex problems.

· Provides expertise for the resolution of technical problems, troubleshoots products and modifies products to customer requirements.

· Provides technical support for the installation and repair of complex systems and outages.

· Support and moderate virtual conference via Microsoft Teams, Skype For Business, VBrick, GoToMeeting, GoToWebinar, and Cisco Jabber.

· Provides support and maintain all A/V equipment in conference rooms and training lab.

· Maintains system stability through troubleshooting, timely resolution of incidents, and proactive maintenance to provide the maximum availability and optimal Mean Time to Repair.

· Partners with developers and engineers to reduce re-occurring incidents. Provides consultative assistance during off hours as needed. Provides training to customers.

Experience and Qualifications:

· 1-3+ years of experience as a Help Desk Technician

· Bachelor’s degree in Computer Science, Information Technology, or relevant experience - Preferred

· Extensive experience supporting Microsoft based platforms (Windows 10, Microsoft 365, Office Suite)

· Proficient in Remote Desktop services and Active Directory management

· Experience in understanding VPN and LAN/WAN network troubleshooting

· Understanding of internet security and data privacy principles

· Possesses a range of skills and knowledge in computer hardware and software

Targeted Certifications:

· CompTIA A+

· CompTIA Network+

· CompTIA Security+

· Microsoft Certified Professional

InquisIT provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, InquisIT complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

The above statements are intended to describe the general nature and level of work being performed by the individual(s) assigned to this position. They are not intended to be an exhaustive list of all duties, responsibilities, and skills required. Management reserves the right to modify, add, or remove duties and to assign other duties as necessary.