Help Desk Technician Tier I

12 Jan 2024

Essential Functions and Job Responsibilities

Provide Tier I phone and desktop support onsite at the PSI office in Arlington, VA two days a week, as well as support corporate users and endpoints located across multiple remote locations and offices.

Provide Tier I phone and desktop support remotely three days a week as well as support corporate users and endpoints located across multiple remote locations and offices.

Manage desktop configurations across the PSI enterprise and assist in resolution of all problems reported to the PSI Technology Management (TM) Helpdesk.

Track tickets using the approved service delivery system and resolve issues according to published Service Level Agreements (SLAs).

Coordinate network and desktop ticket resolution activities and assist with assigning tasks to the appropriate technical, professional, and service personnel as well as escalate issues to higher-level technicians as needed. Report issues involving non-routine requests and problems to TM management.

Apply diagnostic techniques to identify problems, investigate causes, and recommend solutions for information systems in a fast-paced, 24x7x365 environment including Microsoft Windows 10, Microsoft Office 365, Microsoft Intune and Azure.

Assist with performing requirements analysis, procurement support, installation, and training.

Leverage Microsoft Intune deployment capabilities to effectively provision enterprise laptops.

Develop user and internal TM documentation and suggest and/or implement processes as needed to support the corporate desktop environment.

Prepare/Track CMMI related documentation.

Minimum Requirements

Position requires a High School degree and minimum of 1 years technical support experience. An equivalent combination of education and experience may be considered. Experience should also include some of the following:

Hardware/Software configuration and troubleshooting.

Experience with Microsoft Active Directory and Azure Active Directory.

Experience with Microsoft administration and support tools.

Experience with Office 365 workloads including Exchange, Office apps, and Microsoft Teams.

Ability to excel in a hands-on position in a fast-paced environment operating 24x7x365.

Windows 10 configuration and troubleshooting and experience with legacy Microsoft OS platforms.

Experience with configuration, deployment, and troubleshooting of Office 365 including MSI and Click to Run deployments for the desktop. Experience with Office Online products, services, and apps. Certifications preferred.

Outgoing team player and self-motivated individual with excellent communication skills with the ability and desire to interact with all customers and work closely with other technical staff or independently.

Demonstrated ability to multi-task effectively under pressure with the ability to frequently re-assess priorities for multiple tasks or projects.

Strong time management and resource management capabilities.

Knowledge of/experience with Microsoft Intune desktop management capabilities.

Knowledge of/experience with Windows Server concepts.

U.S. citizenship required. Applicants selected will be subject to a government investigation and must meet eligibility requirements for access to classified information and obtain a Government-granted Security clearance.

Desired Qualifications

Experience with Service Desk management tools.

Phone and/or In Person customer service.

Microsoft Office Product certifications/training.

Experience with Microsoft Teams.

Experience with SharePoint including Office integration capabilities.

Experience with Microsoft Intune.

Experience with Apple Mac Enterprise Management.

Experience with Microsoft Auto Pilot and White Glove deployment.

Experience with Microsoft Dynamics.

Experience with network concepts, administration, and management.

Experience with backup and recovery systems and capabilities.

Experience with CMMI for Services framework.

Company BenefitsPSI offers full-time, benefits eligible employees a competitive total compensation package that includes paid leave, and options for employer sponsored group medical, dental, vision, short-term and long-term disability, life insurance, AD&D coverage, legal services, identity theft, and accident insurance. Flexible spending account and health saving account options offer pre-tax savings for qualified medical, dental, and vision expenses. The company sponsored 401(k) retirement plan has an employer contribution match that is immediately vested. We invest in the professional growth of our employees through professional courses, certifications, and tuition reimbursement programs.EEO CommitmentIt is company policy to promote equal employment opportunities. All personnel decisions, including, but not limited to, recruiting, hiring, training, promotion, compensation, benefits, and termination, are made without regard to race, color, religion, age, sex, sexual orientation, pregnancy, gender identity, genetic information, national origin, citizenship status, veteran status, protected veteran status, disability, or any other characteristic protected by applicable federal, state, or local law.Reasonable accommodations for applicants and employees with disabilities will be provided. If a reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact Human Resources by emailing , or by dialing 703-575-8400.Location US-VA-ArlingtonPosted Date 7 hours ago (1/12/2024 6:21 PM)Job ID 2024-10445

  • ID: #50857279
  • State: Virginia Arlington 22201 Arlington USA
  • City: Arlington
  • Salary: USD TBD TBD
  • Showed: 2024-01-12
  • Deadline: 2024-03-13
  • Category: Et cetera