Tier 1 Help Desk

FedTec is a Woman-Owned Small Business with headquarters in Reston, VA. However, FedTec is more than just a company – we are a dedicated team of visionary individuals who understand the power of transformation. With our unwavering commitment to innovative technology and forward-focused methods, we empower government agencies to fulfil their missions successfully with our capabilities in Digital Transformation, and Cyber Security. Our strategy is rooted in in-depth advising and a unique shoulder-to-shoulder mission experience, all geared towards enabling our clients, their agencies, and every American to thrive. We use the same approach as our employees, building meaningful and lasting relationships to meet their evolving needs and help them grow. We are excited to welcome you to our family.

Position: ABC - Operations Support Analyst /Tier 1 Help Desk Ops - IN PERSON IVS ONLY!

Location: ON SITE at 7450 Freight Way, Mechanicsville, VA 23116

Client: FedTec

Job Description:

· There IS available parking at this facility for contractors at no cost.

· Operations Support Analyst for Tier 1 Help Desk Operations, monitoring emails, phone calls and other customer support activities.

· Initial schedule will be Monday - Friday 8AM to 5PM through training. Once trained, schedule to include night and weekend shifts/rotations.

· This role has a flexible hybrid schedule following ABC's policy of in the office in Mechanicsville, VA, three days in office, two days remote. Subject to change at any time.

· Candidates must follow ABC's policies and protocols.

Essential Job Functions:

· Able to Identify, research, and resolve technical and procedural issues.

· Respond to telephone calls, emails, tickets, and personnel requests for technical support.

· Documents, tracks, and monitors issues/tickets to ensure a timely resolution.

· Escalate unresolved issues/ticket to Tier II/III support.

· Must read and comprehend technical procedures and Standard Operating Procedures (SOPs).

· Communicate accurate and useful status updates.

· Manage and report time spent on all work activities.

· Must be able to work in a team environment.

· Must be customer service focused.

· Work independently and proactively with minimal supervision/direction.

· Flexible and able to adapt to a rapidly changing environment.

· Must be able to work flexible shift schedules, to include nights, weekends, and some holidays.

MINIMUM QUALIFICATIONS AND TECHNICAL SKILLS

· Technical problem resolution, judgment, and decision-making skills.

· Strong analytical, interpersonal, and written/verbal communication skills.

· Two years of technical customer service experience or equivalent experience/education.

· Ability to exhibit a positive approach and the ability to work efficiently as an individual contributor and team member.

· Flexible and able to adapt to a rapidly changing environment.

· Ability to communicate well and work independently with minimum supervision.

· Willingness to learn new technologies, dive into challenges and take direction.

TECHNICAL SKILLS

· Strong understanding of computer systems, including hardware and software and networks.

· Excellent analytical abilities to identify, diagnose and resolve customer call and email issues.

· Strong problem-solving abilities with skills in analyzing and resolving technical issues.

· Correctly log and escalate queries in incident management system.

· Monitor open issues, keep users informed of status.

PREFERRED QUALIFICATIONS

· Degree in a relevant field preferred or equivalent relevant experience in IT support.

· ITIL certification preferred

· Network , A or Security Certification preferred.

· Experience with Ticketing Systems (ServiceNow preferred).

Job Type: Contract

Pay: $24.00 - $27.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift

Experience:

• Help desk: 4 years (Required)
• Windows: 1 year (Preferred)

Ability to Commute:

• Mechanicsville, VA 23116 (Required)

Ability to Relocate:

• Mechanicsville, VA 23116: Relocate before starting work (Required)

Work Location: In person

Salary : $24 - $27