Help Desk Associate
: Job Details :

Help Desk Associate Location: McLean, VA Duration: 3-9 months with possible contract to hire Description: Must Haves: Must have experience with Windows 10/11 OS, Active Directory, Office 365, and supporting Laptops/Desktops. Basic Understanding of VPN/Networking is required. This is a customer facing role requiring excellent written and verbal communication skills with hands-on experience in customer service. We are a level 1/1.5 (Service Desk/Technology Solution Center) support team taking customer calls, live chats and walk-ins. We provide first level resolutions for incidents and requests when possible. We are searching for an individual who is results driven, a problem solver and critical thinker. Your Impact: The ideal candidate must be able to work in a fast-paced environment to help consistently provide high-quality service and technical support to end users. Perform level 1-1.5 support for internal customers via phone, live chat, Walk-in's at our Technology Solution Centers or via self-serve Ensure customer satisfaction by meeting customer needs in courteous and timely manner Use a strong customer-service attitude when responding to technology requests Communicate effectively and clearly to customers Be an advocate for the end user to ensure they receive high-quality and timely service and support from the entire enterprise operations & technology organization. Qualifications: 1+ years' experience in an enterprise organization supporting end users in Desktop Support and enterprise applications Demonstrated/strong knowledge of Microsoft Office 365 products Demonstrated knowledge of using ITSM application (preferred ServiceNow) Demonstrated/strong knowledge of software: Windows 10/11; Active Directory; RSA Authentication Manager, Cisco AnyConnect, PingID, Global Protect, VMware; multifunctional printers; Internet Software (i.e., Edge; Firefox; Google Chrome) Demonstrated/strong knowledge of hardware: Desktop; Laptop wireless mobile devices (smart phones, tablets, etc.) & Virtual Desktop infrastructure bility to quickly learn new technology and applications and retain (absorb) to resolve issues independently Good attitude and excellent attendance required Typing speed of 50+wpm Keys to Success in this Role: Excellent analytical skills for efficient problem diagnosis and resolution (creative thinker) Strong accountability, both individually to your work as well as to the team bility to work independently and collaborate effectively in a team environment. Inquisitive nature, eager to learn new concepts and technologies. Eagerness to help customers and team members with positive attitude. Deliver prompt and high-quality customer service. Excellent verbal, written and interpersonal skills. bility to multi-task in a fast paced, constantly changing environment. Must be a team player and able to work collaboratively with and through others. Effective listening skills and proper phone etiquette Skills: Category Name Required Importance Experience Soft Skills Oral and Written Communication Skills No 1 1 - 2 Years Software Skills MS Office No 1 1 - 2 Years Technical Skills Hardware No 1 1 - 2 Years Technical Skills Microsoft Active Directory No 1 1 - 2 Years Technical Skills Networking No 1 1 - 2 Years Technical Skills Wireless/Mobile No 1 1 - 2 Years Call Notes: 22 people team- 300 calls in a day between them Skills require - Win 10/11 Tickets - ServiceNow (Preferred) Supporting Mobile devices (Preferred) Customer environment/Call center exp/customer interaction ctive directory