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Help Desk Tier 1 Technicians - Washington, DC
Job Code - JC1253 Job Location - Washington,US
Division - Information Technology Security Clearance - None
Skills -

Founded in 1989, CALNET, Inc. is a privately held company in the Technology, Intelligence Analysis, and Language Services consulting arena. Headquartered in Reston, VA and with a branch office in San Diego, CALNET employees deliver true value to our customers by employing best practices, world class technologies industry expertise in every project. CALNET is an ISO 9001, ISO 20000, CMMI-Level III and ISO 27001:2013 certified. 

 

We are currently searching for talented, professional “Help Desk Tier 1 Technicians” in Washington, D.C.

 

Description

This is a full-time position for which we are seeking highly motivated, innovative professionals to provide excellent customer service solutions. The Help Desk Tier 1 Technicians will work in a team environment to assist in supporting our Federal Government customers. Tier 1 service encompasses receiving phone calls, emails, chat, instant messaging, and texts. The Help Desk Tier 1 Technicians will also be documenting incident and problem tickets within the IVANTI/LANDESK ITSM system. The successful candidate will have:

·         Technical aptitude and experience in providing computer/hardware, desktop, software, and overall COTS-related technical support as required.

·         Experience working with ITSM ticketing systems with at a minimum foundation understanding of ITIL processes.

·         Capable of documenting and triaging requests; solving or escalating the requests as needed per customer approved operating procedures.

·         Ability to track request status and providing routine progress updates to the customer; and following up with customer on the resolution of ticket for completeness/quality and satisfaction.

·         Capable of meeting and exceeding Service Level Agreements (SLAs) as required per customer requirements.

·         2 – 5+ years working experience in an Enterprise Help Desk environment supporting Federal Government customers.

·         Familiarity with government security and accessibility guidelines

Required Qualifications:

·         High School diploma or 5 years applicable experience

·         IT/Customer service experience (good people skills) in an Enterprise Help Desk environment with SLA requirements

·         Technically proficient and experienced in providing IT support

·         ITIL Foundation (current)

·         CompTIA A+ (current)

·         Must either have or can obtain Level 6 Public Trust security clearance

Preferred Qualifications:

·         Microsoft Certified Professional (MCP, MCSA, MCSE)

·         HDI Certifications

·         Experience with IVANTI/LANDESK ITSM and Endpoint Manager 2017

This opportunity is in Washington, D.C. To be considered for this opportunity, please send a word copy of your resume to helena@calnet.com.   Applicant must be a U.S Citizen and be able to get a Public Trust Clearance.

CALNET, Inc. offers a competitive salary and a generous benefits package.  This package includes medical, dental, vision, life, short and long term disability insurances, a 401(k)-retirement savings plan, and generous leave time.

CALNET, Inc. is an Equal Opportunity Employer. EEO/M/F/D/V

www.CALNET.com

 



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