• Service Desk Technician

    Location US-VA-Alexandria
    Posted Date 2 weeks ago(7/31/2018 9:34 AM)
    Job Code
    DJOB
    Clearance Required
    Not Required
  • Position Summary

    Avineon is seeking a Service Desk Technician to add to our dynamic team of IT professionals. The Service Desk Technician will provide single point of contact IT service support as part of a service desk team for an enterprise service desk serving more than 5,000 users. This position will serve as the first point of contact for customers seeking technical assistance over the phone and perform remote troubleshooting through diagnostic techniques and pertinent questions.

    Duties & Responsibilities

    • Provide 100% Tier 1 telephone support for computer incidents called into the service desk.
    • Use remote desktop connection tools to assist users who work in alternate locations.
    • Provide support for Microsoft Office and customer enterprise applications.
    • Provide support for up to 5,000 users nationwide.
    • Track incident tickets for documentation purposes.
    • Document problems and their resolution in logs.
    • Escalate incidents to Tier 2 level support if the issue cannot be resolved at the Tier 1 level.
    • Follow up with customers on incidents.
    • Monitor ticket and email queues for processing requests/incidents. 
    • Follow-up and update customer status and information.
    • Pass on any feedback or suggestions by customers to the appropriate internal team.
    • Identify and suggest possible improvements on procedures.

    Tools/Technologies:

    • Cherwell Service Management
    • DameWare
    • McAfee
    • Windows 10
    • Microsoft Office Suite 2016

    Education - Experience & Skills Required

    • IAT Level 1 security certification (CompTIA A+ CE) or higher.
    • Microsoft Windows 10 training.
    • Excellent communication skills.
    • Good understanding of computer systems and peripherals.
    • Ability to diagnose and resolve basic technical issues.

    Location:

     

    • Alexandria, Virginia

     

    Avineon is an Equal Opportunity/Affirmative Action Employer. We provide equal  employment opportunities to all applicants and employees without regard  to race, color, religion, gender, national origin, age, disability, or genetic information.

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