An Insight Global client is seeking a Help Desk Technician to join their team, onsite in Washington, DC. This position is fully onsite with no remote flexibility.
Day-to-Day
The help desk technicians provide customer service by responding to IT issues, requests for service, and inquiries pertaining to IT equipment and peripherals.
Manage customer support requests via email and incident management system, escalating as appropriate and following up to resolution
Provide customer service and support to senior level personnel in diagnostic testing and operation of IT hardware or software, primarily performed through response to support requests through the incident management system
Provides resolution to commonly known issues
Logs call and issues into the incident management system, and escalates the calls and issues to Tier 3 support when necessary
Must-haves
A minimum of three (3) years of related experience
A minimum of two (2) years related experience working on civilian federal government agency contract(s)
Knowledge of networking, Windows 10, desktop and laptop computing equipment and peripherals
Familiarity with Remedy, ServiceNow, or a similar ticket/incident management system
Knowledge of network and local printer troubleshooting and configuration