Akima
Overview
We are seeking an IT Support Specialist I (Help Desk Technician) at our corporate office in Herndon, VA. This is an entry level position. The role provides timely delivery of high-quality Level 1 services & support to all internal and external clients.
Responsibilities
- Provide laptop and desktop PC support for on-site and off-site users with equipment running Windows 10 and Office 365.
- Answer phone requests and assist users with password resets or general questions.
- Create helpdesk requests for escalation to Tier II and Tier III technicians.
- Provide exceptional customer service and Helpdesk support via phone, email, and in person for end users and related applications.
- Assist with password resets for user accounts and timekeeping through the ticketing system.
- Identify and escalate more complex problems or service requests to the next tier of support as appropriate.
- Complete work order tickets, including ticket creation at the time of initial problem report/service request.
- Assist with relocation and implementation of user IT equipment and workstation cabling to facilitate office relocations.
- Meet service request SLAs and project timelines.
- Provide support for other company-issued equipment such as cell phones, tablets, etc.
- Assist with maintaining equipment inventory.
- Maintain awareness of new and emerging technologies and products provided by IT.
Qualifications
- Must be a US Citizen with the ability to obtain and maintain a US Government Clearance.
- High school diploma with at least one (1) year of IT-related support experience.
- General experience in end-user support and maintenance of PC hardware and software in a Windows environment.
- Previous customer service experience preferred.
- High-energy work ethic and availability to work non-standard hours.
- Comfortable with desk-side support.
- Team player; organized with attention to detail and ability to prioritize and multi-task.
- Ability to work under pressure and possess excellent oral and written communication skills.
- General knowledge of Windows 10 and Microsoft Office 365 Suite.
- Ability to work with end users with varying levels of technical experience.
- Excellent decision-making and problem-solving skills.
- Available for periodic on-call and after-hours support including weekends once sufficiently trained.
- Ability to work independently with general supervision.
Job ID: 2025-18908
Work Type: On-Site
Company Description
Akima is not just another global enterprise and federal contractor. As an Alaska Native Corporation (ANC), Akima supports its shareholder communities in Alaska and delivers services across government and commercial sectors. Akima emphasizes innovation, diversity, comprehensive benefits, competitive pay, and growth opportunities.