Job Description

FedHill seeks several Help Desk Specialists to provide phone and in-person support to an elite team in Arlington, VA. The specialists will support users in areas which include e-mail, LAN/WAN, directories, standard desktop images and applications, COTS and GOTS applications. Serves as the initial point of contact for troubleshooting all IT related problems, including hardware/software, passwords, and printer problems.

 

Duties include:

  • Providing phone support to users of business applications by serving as the initial point of contact for troubleshooting all IT related problems, including hardware/software, passwords, etc. problems.
  • Establishing, configuring and administering all customer accounts for the internal systems including administrative support regarding user accounts and privileges for legacy business applications.
  • Monitoring a Remedy service account for trouble tickets created and forwarded by external agencies such as DHS Service Desk.
  • Coordinating with application developers and testers to identify and assign issues to the proper team for research and resolution.
  • Tracking all trouble tickets through resolution.
  • Providing periodic reports to Information Technology Division management, including metrics on quantity of trouble tickets, time to resolution, etc.

Qualifications

Qualifications:

  • Minimum High School Diploma and 2 years’ experience working in an information technology environment in a help desk / service desk role
  • Excellent verbal and written communications skills, and excellent analytical skills
  • Should be customer service oriented
  • Must be a US Citizen and able to acquire and maintain a Public Trust Clearance which includes a residency requirement of living in the U.S. for at least 3 out of the last 5 years
  • Current DHS Public Trust preferred

FedHill is an EO employer- M/F/Vets/Disabled

Application Instructions

Please click on the link below to apply for this position. A new window will open and direct you to apply at our corporate careers page. We look forward to hearing from you!

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