Entry Level Helpdesk Specialist
Patriot LLC, Ashburn, VA, United States
U.S. Citizenship is required and will be verified. You must be currently residing within one hour of Ashburn or Springfield.
Service Desk Analyst I
serves as the first point of contact for our Company and our customers’ day-to-day IT related requests in a 24/7/365 call center environment. This position may support one or both of the client’s Technical Service Desk tier 1 or Account Service Desk for Automated Commercial Environment (ACE) application tier 2 environments, providing Analyst‑I level support.
Primary job functions include providing high‑level customer service to resolve all first‑level IT related issues, isolating problems, determining and implementing solutions as well as diagnosing and dispatching to additional support staff. Qualified candidates must be self‑motivated, organized, and possess strong customer service skills. This role handles requests for support relating to the remote access and repair of personal computers, printers, servers, related systems, and access to these systems.
Responsibilities
Provide remote technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
Respond to e‑mail messages, web inquiries, and/or phone calls for customers seeking help.
Log all requests into the Government tracking system (Remedy).
Add new users to the network, specify their directory structures and system access, reset passwords, troubleshoot network usage and peripheral issues, resolve LAN connectivity issues, and maintain LAN and internet connections.
Troubleshoot hardware and software problems, assist users with desktop applications, and provide user training.
Utilize support applications to track user requests from trouble ticket generation to resolution.
Escalate problems to other network or system support personnel when a problem is not easily identified and corrected in a timely manner.
Provide first‑level telephone, e‑mail, and web support for computer systems, which may include software, hardware, and telecommunication systems.
Follow up with customers to ensure the issue has been resolved.
Obtain feedback from customers about computer usage.
Run reports to determine malfunctions that continue to occur.
Knowledge and Skills
Strong customer service focus.
Excellent listening skills.
Working knowledge of basic hardware and software systems.
Working knowledge of Microsoft products such as Outlook, Word, and Excel.
Basic remote troubleshooting skills and use of remote troubleshooting applications.
Detail‑oriented and well organized.
Ability to multitask.
Self‑motivated.
Multilingual (Spanish, English) is a plus.
Education and Work Experience
High School Diploma or equivalent.
Certificate in a Computer or IT related area of study or equivalent preferred.
One to two years of industry experience in a support center or help‑desk setting preferred.
MCSA (Microsoft Certified Systems Administrator) preferred.
A+ Certification preferred.
Clearance Requirement Must pass a DHS/CBP background investigation.
Other Requirements As required by Executive Order 14042, government contractor employees are required to be fully vaccinated against COVID‑19 regardless of duty location or work arrangement (e.g., telework, remote work). If selected, you will be required to submit proof of vaccination by November 24, 2021 or before beginning work thereafter.
Location:
This position will be based at the customer site in Springfield, VA.
Equal Opportunity/Affirmative Action Patriot, LLC is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other protected class.
Company Information Patriot, LLC (Patriot) is a privately held government and commercial services contractor located in Columbia, Maryland. The company specializes in providing responsive and adaptive solutions to government and commercial clients. Patriot is a Service‑Disabled Veteran‑Owned Small Business and a Maryland Department of Transportation (MDOT) Minority/Disadvantaged Business Entity. The company is committed to a drug‑free workplace and conducts pre‑employment testing in accordance with federal and state law.
Company website:
http://www.patriotllc.net/ Company address: 9520 Berger Road Suite 212 Columbia, MD 21046
#J-18808-Ljbffr
Service Desk Analyst I
serves as the first point of contact for our Company and our customers’ day-to-day IT related requests in a 24/7/365 call center environment. This position may support one or both of the client’s Technical Service Desk tier 1 or Account Service Desk for Automated Commercial Environment (ACE) application tier 2 environments, providing Analyst‑I level support.
Primary job functions include providing high‑level customer service to resolve all first‑level IT related issues, isolating problems, determining and implementing solutions as well as diagnosing and dispatching to additional support staff. Qualified candidates must be self‑motivated, organized, and possess strong customer service skills. This role handles requests for support relating to the remote access and repair of personal computers, printers, servers, related systems, and access to these systems.
Responsibilities
Provide remote technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
Respond to e‑mail messages, web inquiries, and/or phone calls for customers seeking help.
Log all requests into the Government tracking system (Remedy).
Add new users to the network, specify their directory structures and system access, reset passwords, troubleshoot network usage and peripheral issues, resolve LAN connectivity issues, and maintain LAN and internet connections.
Troubleshoot hardware and software problems, assist users with desktop applications, and provide user training.
Utilize support applications to track user requests from trouble ticket generation to resolution.
Escalate problems to other network or system support personnel when a problem is not easily identified and corrected in a timely manner.
Provide first‑level telephone, e‑mail, and web support for computer systems, which may include software, hardware, and telecommunication systems.
Follow up with customers to ensure the issue has been resolved.
Obtain feedback from customers about computer usage.
Run reports to determine malfunctions that continue to occur.
Knowledge and Skills
Strong customer service focus.
Excellent listening skills.
Working knowledge of basic hardware and software systems.
Working knowledge of Microsoft products such as Outlook, Word, and Excel.
Basic remote troubleshooting skills and use of remote troubleshooting applications.
Detail‑oriented and well organized.
Ability to multitask.
Self‑motivated.
Multilingual (Spanish, English) is a plus.
Education and Work Experience
High School Diploma or equivalent.
Certificate in a Computer or IT related area of study or equivalent preferred.
One to two years of industry experience in a support center or help‑desk setting preferred.
MCSA (Microsoft Certified Systems Administrator) preferred.
A+ Certification preferred.
Clearance Requirement Must pass a DHS/CBP background investigation.
Other Requirements As required by Executive Order 14042, government contractor employees are required to be fully vaccinated against COVID‑19 regardless of duty location or work arrangement (e.g., telework, remote work). If selected, you will be required to submit proof of vaccination by November 24, 2021 or before beginning work thereafter.
Location:
This position will be based at the customer site in Springfield, VA.
Equal Opportunity/Affirmative Action Patriot, LLC is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other protected class.
Company Information Patriot, LLC (Patriot) is a privately held government and commercial services contractor located in Columbia, Maryland. The company specializes in providing responsive and adaptive solutions to government and commercial clients. Patriot is a Service‑Disabled Veteran‑Owned Small Business and a Maryland Department of Transportation (MDOT) Minority/Disadvantaged Business Entity. The company is committed to a drug‑free workplace and conducts pre‑employment testing in accordance with federal and state law.
Company website:
http://www.patriotllc.net/ Company address: 9520 Berger Road Suite 212 Columbia, MD 21046
#J-18808-Ljbffr