Dine Development Corporation

  • Tier 1 IT Help Desk Technician

    Job Locations US-VA-Herndon
    Posted Date 1 month ago(10/19/2018 10:13 AM)
    ID
    2018-2485
  • 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

    Qualifications

    MUST BE A U.S. CITIZEN WITH A SECRET CLEARANCE 

    • Strong written and verbal communication skills
      Ability to provide support via phone and/or email
    • Previous Tier 1 experience preferred 

    Preference will be given to candidates with additional IT and Programmatic certifications/experience, such as:
    • ITIL V3 Foundation
    • Microsoft Certification

    Certifications Required

    none

    Certifications Preferred

    none

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