Help Desk Technician in Chesapeake, VA at Volt

Date Posted: 8/28/2018

Job Snapshot

  • Employee Type:
  • Duration:
    100 weeks
  • Date Posted:
  • Job ID:
  • Pay Rate
    $0.0 - $21.17/Hour
  • Contact Name
    Volt Branch
  • Phone

Job Description

Volt Workforce Solutions is seeking to build a pipeline of several cleared individuals to serve as Help Desk agents supporting several federal customers in our facility in Clinton, MS. 

Basic Qualifications: - IT background; - Help Desk experience; - Positive attitude; and - Excellent communication skills.

Desired skills: - Desktop support; and - Active clearance from ATF or USMS.

Specific duties of the position include but are not limited to:

1. Provides phone support to users in the areas of e-mail, directories, standard Windows desktop applications, and applications developed under this contract or predecessors;

2. Serves as the initial point of contact for troubleshooting hardware/software PC and printer problems;

3. Addresses support requests received over the phone or through email and web-based systems;

4. Provides prompt, courteous, and professional response to user calls during supported hours;

5. Provides a single, identified point of contact for all Help Desk and change request services;

6. Updates and maintains Help Desk records in accordance with established support procedures;

7. Performs account password administration and processes new user account requests;

8. Develops, maintains, and executes standard Help Desk operating procedures;

9. Follows security requirements as requested by the Government Security Officer;

10. Monitors customer problems to ensure prompt, satisfactory service/resolution is being provided; if necessary call the user to update them on progress;

11. Processes standard change request (Remedy tickets) for Installations, Moves, Adds, and Changes (IMAC’s)

12. Manages the user’s expectations; provide information that will give details for a possible resolution or when they can expect to be contacted again; and

13. Candidates must possess an overall understanding of Help Desk operations and technical phases of the job and have Windows technical skills. Candidates must have excellent customer service skills with the ability to communicate clearly and effectively also experience in following documented policies and procedures.

Candidates must have a desire to learn new skills and take the initiative to improve their performance through on the job training. Candidates must be available to assist in development and modification of procedures.

This position is not eligible for telework. This position requires a security investigation completed by the federal government to permit access to customer-sensitive information.

Volt is an Equal Opportunity Employer.