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Help Desk Support Technician I in Alexandria, VA at CALIBRE

Date Posted: 6/12/2019

Job Snapshot

Job Description

CALIBRE has an immediate opening for a Help Desk Technician.  The Help Desk Technician will analyze, receive, prioritize, and process incidents through the IT ticketing system.  The Help Desk Technician is responsible for developing and maintaining internal and external customer contact for support issues.  While providing a professional and courteous customer experience to the client.  The candidate will work as part of a team to ensure incidents are handled and resolved within the IT Service Level Agreements (SLA).  The candidate will require an aptitude for working with applications and systems to undertake analysis, diagnosis and resolve technical incidents in a friendly professional manner.  Additional responsibilities will be to maintain and follow all processes and procedures written in the IT Service Management System (SMS).

Help Desk Technician will work under the direction of the IT ServiceDesk Manager and Management Team.  This role will consist of specialized individual task and assignments.



Required Skills
  • Working knowledge of various Operations systems, (Windows, Mac, Chrome OS)
  • Experience in Microsoft Office Suites (2013- Current)
  • Experience supporting mobile devices like iPad, iPhone, Android, PC-based tablets etc.
  • Manage and support Active Directory, MS Exchange, VPN, printer configuration, Windows file permissions
  • Provides remote and on-site troubleshooting for hardware and software
  • Working knowledge of networking concepts including DNS, TCP/IP, DHCP, SMTP, as well as switches and wireless access points
  • Monitor and respond quickly and effectively to requests received by the help desk application
  • Provide incident and problem management support
  • Able to complete multiple simultaneous projects in a timely manner.
  • Effective written and verbal skills
  • Ability to interact with Tier II and III Engineers, and escalate tickets when needed
  • Exceptional communications, customer service, and interpersonal skills
  • Provide support for audio-visual systems including setup and repair of Skype/WebEx tools
  • Self-motivated, responsible, organized, detail oriented, quick learner, and a team player
  • Must be able to lift or carry 75lbs.
  • Available to work an on-call rotating schedule


Required Experience
  • Associates degree or at least 2 years of IT experience
  • 1 – 3 years of corporate IT or Tier 1 helpdesk
  • IT related certifications desirable- A+, Net+, Security+, ITIL
  • Microsoft certifications

CALIBRE is an Equal Opportunity Employer and supports transitioning service members, veterans and individuals with disabilities. We offer a competitive salary and full benefits package. To be considered, please apply via our website at www.calibresys.com. Come join our dynamic team. #CALIBRECareers

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