NetCentrics Corporation
  • 22-Aug-2022 to Until Filled (EST)
  • DC, USA
  • Salary
  • Full Time
  • Public Trust

Title: Helpdesk Technician

Location: Washington, D.C.

Clearance: Public Trust

NetCentrics is a market leader in cybersecurity, enterprise IT, and telecommunications solutions and services. We serve the DoD, DHS, Federal Civilian Agencies, and Intelligence Community. We are a diverse group of intellectually curious people living by our core values while bonded by the shared mission to secure our nation - join us.

Responsibilities:

  • Initial point of contact for all user requests and incidents (contact may come in the form of telephone calls and emails and consists of requests for IT services and/or service incidents or issues.)
  • Assist end-user community via phone, email, and chat communications
  • Create ticket in ServiceNow and maintain full ownership of ticket through its lifecycle
  • Ensure that for every call and/or reported event a ticket is created in both a timely and accurate manner. This one call/one ticket method provides effective tracking of all incidents and service requests.
  • Verify user contact and asset information, categorize ticket accurately, and populate ticket with full description of event
  • Ensure tickets are properly prioritized
  • Utilize the knowledge base and other support documentation to identify, isolate, diagnose and resolve end users' technical problems and provide information and status as requested
  • Enter all troubleshooting performed and, if applicable, the resolution
  • Escalate tickets to the appropriate support group for resolution, if outside of Tier I's responsibility

Requirements:

  • Bachelor's Degree or 6 years of experience with a HS Diploma can be substituted in lieu of degree
  • Ability to troubleshoot and resolve incidents at first contact
  • Experience with incident management (detection, documentation, closure)
  • Working knowledge of current operating systems and standards
  • Strong technical knowledge of PC and Desktop hardware
  • Demonstrated customer service experience; active listening skills; critical thinking, analytical and strong problem-solving abilities
  • Knowledge of the ITIL process
  • Ability to lift up to 50 lbs
  • Active Public Trust security clearance, or the ability to obtain it
  • As a contingency to employment at NetCentrics, all candidates who are given offers must successfully pass a background investigation including criminal history and reference checks

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status or on the basis of disability.

Equal Opportunity Employer/Veterans/Disabled

NetCentrics Corporation
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