Helpdesk Specialist
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Job Description
FedTec Overview:
FedTec is a WomanOwned Small Business with headquarters in Reston VA. However FedTec is more than just a company we are a dedicated team of visionary individuals who understand the power of transformation. With our unwavering commitment to innovative technology and forwardfocused methods we empower government agencies to fulfill their missions successfully with our capabilities in Digital Transformation and Cyber Security. Our strategy is rooted in indepth advising and a unique shouldertoshoulder mission experience all geared towards enabling our clients their agencies and every American to thrive. We use the same approach as our employees building meaningful and lasting relationships to meet their evolving needs and help them grow. We are excited to welcome you to our family.
About the Opportunity:
As a Help Desk Specialist at you will be responsible for providing timely technical support and assistance to endusers ensuring their technologyrelated issues are resolved efficiently. You will play a key role in maintaining the productivity and satisfaction of our user community.
Position: Help Desk Specialist
Work Location: Colorado Springs CO
Client: USSF
Security Clearance: Active US Government Secret
Certifications: Verifiable CompTIA Security certification
Primary Responsibilities
- EndUser Support:
- Respond to and resolve technical inquiries problems and requests from endusers via phone email or inperson.
- Provide excellent customer service troubleshooting hardware software and network issues.
- Ticket Management:
- Experience with BMC Remedy Ticket Management system.
- Utilize a ticketing system to log prioritize and track support requests.
- Ensure that tickets are resolved within established service level agreements (SLAs).
- Technical Troubleshooting:
- Diagnose and troubleshoot hardware and software issues on desktops laptops mobile devices and peripherals.
- Provide guidance to users on resolving common IT problems.
- User Training:
- Assist in developing and delivering training materials to help endusers become more selfsufficient with ITrelated tasks.
- Educate users on best practices for data security and compliance.
- Documentation:
- Maintain accurate records of support requests resolutions and user interactions.
- Contribute to the knowledge base by documenting solutions and common issues.
- Hardware and Software Setup:
- Assist with the setup installation and configuration of hardware and software.
- Ensure that new equipment is ready for deployment to endusers.
- Security Awareness:
- Promote and enforce IT security policies and procedures.
- Educate endusers on security best practices and the risks of potential threats.
- Collaboration:
- Collaborate with other IT teams for problem resolution and escalations.
- Communicate with vendors and service providers for warranty support and equipment replacements.
Qualifications:
- Strong technical knowledge of common hardware software and operating systems.
- Excellent communication and customer service skills.
- Troubleshooting and problemsolving abilities.
- Familiarity with help desk ticketing systems and remote support tools.
- IT certifications (e.g. CompTIA A Microsoft Certified Desktop Support Technician) are a plus.
- Ability to work independently and as part of a team.
- Willingness to learn and adapt to new technologies and processes.
Education/Experience:
- At least 5 years of proven Help Desk Experience
When You Join FedTec You Are Joining a Family! We take pride in our work and the true and transparent relationships we build with our employees and partners. We believe that positive energy attracts likeminded individuals which is why we have such exceptional people on our team.
Just as youd do for your own family we prioritize your safety health and happiness. Thats why weve created the FedTec Total WellBeing program offering benefits like:
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Comprehensive medical dental and vision plans. These plans encompass a range of beneficial features such as Telehealth virtual care programs and access to resources to support your physical and mental wellbeing.
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Generous paid time off for relaxation and rejuvenation.
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Financial security through 401k companypaid short and longterm disability life insurance and additional voluntary coverage.
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Support for your life and family with access to an Employee Assistance Program Pet Insurance and Prepaid Legal services.
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Recognition and growth opportunities through our Rewards & Recognition and Learning & Development programs.
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Our newest addition the FedTec Fit Program features an onstaff Fitness Coach who provides personal and group sessions company fitness challenges and ongoing support for your fitness goals.
At FedTec we embrace the power of diversity fostering a culture where varied thoughts ideas and perspectives empower our employees and partners to thrive. We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race color religion sex gender gender identity or expression sexual orientation national origin disability or status as a protected veteran and we maintain a drugfree workplace to ensure a safe and healthy environment for all.
Employment Type
Full Time
