Helpdesk Technician - Tier 1

Help Desk Technician - Tier 1

Clearance: Active Secret

Status: Non-Exempt

Location: Herndon, VA (Onsite)



Responsibilities:


+ Answer service calls, tickets and emails coming into the call center.

+ Create a customer incident in ServiceNow, the call tracking software for every call answered.

+ Provide Mobile Support, adding and deleting users to the client network as well as other AD HOC tasks.

+ Assist clients with hardware and software support via telephone.

+ Coordinate with team to ensure rapid response times and follow-up with customers.

+ Ensure that all VIP calls are responded to immediately.

+ Develop professional working relationship with customer to better understand business needs.

+ Process customer orders, prepare correspondence and fulfill customer needs to ensure customer satisfaction.

+ Identify, research and resolve technical problems.

+ Document...