Help Desk Technician

Help Desk Technician

Excentium, Inc. is a Service-Disabled Veteran owned small business that provides Cyber Security Engineering, Information Assurance (IA), management, Certification and Accreditation (C&A), and other IT services to government and commercial organizations.

We have an opportunity for a Help Desk Technician supporting one of our Federal customers in Falls Church, VA.

MINIMUM CLEARANCE LEVEL : Secret

CITIZENSHIP : US Citizenship

LOCATION : Falls Church, VA

Responsibilities :

• The Help Desk Specialists will provide support for incident resolution and requests reported to the service desk.
• The Specialists are responsible for the initial assessment, triage, research, and resolution of incidents and requests regarding the use of application software tools and / or infrastructure components.
• The Help Desk Specialists provide support through analysis and problem resolution using remote communication or through telephone contact with the client or end user.
• Addresses and resolves incidents and requests; logs all incidents and requests; engages other service desk resources or appropriate service resources to resolve incidents
• Creates a positive customer support experience and builds strong relationships through deep problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling customer issues with a professional attitude.
• Ensures the end-to-end customer experience and provides a single point-of-contact for the customer.
• Resolves general hardware and software problems with customers having little or no background in computers
• Conducts component level diagnostics
• Maintains documentation for procedures and processes, as well as maintenance logs and equipment databases.

Requirements :

We take pride in building a workforce with a strong Veterans focus

Excentium offers a competitive salary and comprehensive benefits package, including medical, dental, life, disability, 401k, and paid time off.