Helpdesk Technician

Serves as the initial point of contact and resolution for IT related incidents and requests. Accepts and documents customer reports of incidents and service requests through telephone, voicemail, email, self-service portal, instant messaging, and personal visits to the Service Desk. Interfaces directly with supported end-users to provide hardware, software, and network problem resolution. Clearly and professionally communicates via phone, email, and instant messaging with end users and technicians. Troubleshoots, researches, diagnoses, documents, and resolves basic technical issues. Documents, tracks, resolves, and reports on incidents and requests using ServiceNow. Has skill-level appropriate technical understanding of the technical environment, including applications, operating systems, machine configurations, and networked devices. Experience troubleshooting core services (file, e-mail, print, web, portal and network). Escalates ticket to the appropriate support organization when the ticket cannot be resolved by the Service Desk. Multiple technician levels are available.

• Requires a high school diploma/GED and skill-level appropriate experience:
• Senior Tech: Advanced technical understanding and a minimum of 5 years of experience with at least 4 years specialized
• Mid Tech: Intermediate technical understanding and a minimum of 3 years of experience with at least 2 years specialized
• Junior Tech: Basic technical understanding and a minimum of 1 year of experience with at least 1 year specialized
• Specialized experience includes support of standard office computing equipment (PC's, laptops, tablets, printers), PC operating systems, (e.g., Windows), Microsoft Office Suite, standard business software applications, smart phones, and work on a service desk.
• Formal technical training and/or further education (AA or BS) are a plus and may be substituted for some experience requirements.
• Demonstrated ability to communicate orally and in writing.
• Must have a positive and patient customer service attitude.
• Must be able to work independently and within a team.
• Must be able to attain agency suitability clearance prior to start date.
• ITSM ticketing system experience required, ServiceNow experience is preferred.
• Experience supporting a mid to large Federal agency enterprise is a plus.
• Mac support experience is a plus.
• No specific certifications are required, but A+, HDI, ITIL v3 / ITIL 4, or other relevant certifications are a plus.