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Posted: Wednesday, January 31, 2018 8:25 PM

Tier I IT Help Desk Technician - Herndon, VA
Location:Herndon, VA
Req #:5024
# of openings:1
Looking for a rewarding and challenging career with a dynamic, growing organization? Phacil is your answer. We have an immediate need for aTier1Help Desk Technician, to support an important government customer inHerndon, VA.
Clearance Level (Required to Start): Secret or Interim Secret to start
Daily Job Responsibilities:
+ Applies expertise to solve first level technical support issues for end-users of the client s products and services.
+ Uses automated information systems to analyze routine situations.
+ Utilize the Knowledge Base to research, analyze, and resolve basic software, network, and hardware questions and problems received by phone, email, chat, or Remedy ticketing system.
+ Completes supporting paperwork and data entry as required.
+ Creates and maintains service reports.
+ Resolves problems or contacts more senior technical support as necessary.
+ If support results in new solution, provides documentation to Technical Writers in order to have new Knowledge Base articles authored.
+ Supports users by fulfilling individual requests for information and/or training in the utilization of the various applications.
+ Instructs users in the use of PCs and networks.
Support includes but is not limited to
+ Account modifications, resets, and unlocks
+ Problem solving and troubleshooting issues with applications and hardware
+ Mobile device troubleshooting (iPhone, iPad, Blackberry, Samsung Galaxy)
+ Troubleshooting basic network issues with VPN, Citrix, and Internet Explorer
+ Implementing PC registry fixes
Required Skills:
1-2 years experience in a help desk/call center environment
Support via Phone and/or email
Ability to speak and write clearly
Certification Requirements:
ITIL v3 Foundation 2011 or ability to obtain within 6 months
Additional Information:
Staffing 3 shifts but all start on day shift until trained - flexible to work any shift required.
Phacil is a leading employee-owned provider of mission-focused, results-driven technology solutions to the Federal Government. With consistent focus on technical excellence, exceptional contract performance, and quality results, customers have come to trust Phacil to solve their most complex challenges. Phacil s diverse range of mission-focused solutions in Software Services, Systems Engineering, Integration & Operations (SEI&O), Cybersecurity, and Service Desk operations enables our team of over 800 technical professionals to effectively serve our customers throughout the U.S. and overseas.
Phacil continually strives for performance excellence as evidenced by corporate certifications, such as ISO 9001:2015 and ISO/IEC 27001:2013, performing certified ISO/IEC 20000-1:2011 and CMMI Maturity Level 3 (for both Development and Services) work on Contracts. Phacil has won numerous awards including the Coalition for Government Procurement's Excellence in Partnership and Tech Council of MD s Contracting Firm of the Year, as well as rankings on Washington Business Journal s Top Government Technology Contractors and CRN Solution Provider 500.
All qualified applicants will receive consideration for employment without regard to sex, race, color, religion, national origin, protected veteran status, or disability status
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Associated topics: assistant, customer support, edi, excel, information technology support, msword, system support, technical support, technical support specialist, troubleshoot


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