What are the responsibilities and job description for the Help Desk Technician position at Silotech Group Inc?
Overview
Silotech Group provides Advanced Cyber Solutions, Intelligence Solutions, Enterprise/Cloud IT Services and Products, and Managed IT/Security Services to Federal, State, and Commercial clients. We provide Federal Government and Commercial clients with customized, agile technical solutions focused on data, enterprise platforms, service engagement, and customer workforce development through trust-driven and collaborative relationships. Our vision is to help customers achieve their most challenging goals by unifying innovation, integrity, and exemplary services and products.
Clearance Requirements
Ability to obtain a Common Access Card (CAC) and/or Public Trust – if required by specific job duties.
Essential Role and Responsibilities
- Provide IT support to all customers.
- Receive customer IT queries by multiple methods (phone, self-service, etc.)
- Provide the necessary information in the ticket in the event the ticket is passed to another solver group.
- Triage and troubleshoot tickets submitted.
- Provide desktop software application assistance and installation.
- Resolve trouble tickets while interacting with the user, First Call Resolution (FCR) or escalate to other support entities.
- Remotely access the end-users desktop to provide support.
- Provide customers with the status of the ticket and serve as primary support.
- Give guidance to customers to resolve their issue and prevent recurrences of the issue to the best extend possible.
- Provide expert technical support to customers having varying levels of computing skills.
- Provide a detailed diagnostic summary for the next tier level support.
- Writing comprehensive diagnostic details in tickets after troubleshooting and triage activities.
Qualifications
Education
Bachelor’s Degree in Computer Science or similar field, or equivalent experience; technical coursework.
Experience
- 1-3 years of relevant IT experience in a Help Desk role
- Prior experience providing technical support in a business environment.
- Excellent oral and written communication skills with customers and peers; tactful and effective customer communication.
- Strong team player
- Ability and willingness to evaluate and learn new technologies and apply them effectively.
Specific to MSP Helpdesk
- Strong experience with Office 365
- 1-2 imaging setting up workstations experience.
- ConnectWise ticketing system a plus
- Working with an MSP is strongly desired.
Certifications – if applicable to specific job duties
Any relevant IT certifications such as A or Network are desired.
DoD 8140 IAT Level II certification, Security
