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Tier II Helpdesk Technician (TS/SCI)
role at Jobs via Dice.
Location: Alexandria, VA
The Technician shall provide phone and on-site support for headquarters personnel and phone/remote desktop support for the field offices. Support will cover a wide range of desktop hardware and software, common IT services, and specific applications on the Unclassified (NIPRNet), Classified (SIPRNet) & JWICS networks. Provide trouble call resolution in a knowledgeable, friendly and professional manner.
Responsibilities
Meet established service level metrics for call response, technical support, and customer service.
Input trouble calls into the OIG ticket tracking system. Ensure all relevant information is gathered and documented.
Resolve trouble calls; in person at the help desk, over phone, and/or through email.
Analyze and resolve trouble tickets utilizing tools such as remote desktop.
Escalate trouble tickets when required by service desk processes to Tier III, or appropriate team/individual.
Provide follow-up service to end-users to ensure that service provided by the Help Desk has addressed their needs in a timely and efficient manner.
Assign Trusted Agents (TA's) responsible for issuing alternate tokens to HQ personnel when required.
Fully document call resolution and ensure all notes are maintained in the ticket tracking system and Knowledge Base articles are published when applicable.
Maintain existing and when required create new SOPs in support of this objective for common Help Desk processes and activities.
Qualifications
DoD Active TS/SCI Clearance
IAT Level II certification or Higher
Imaging Experience
Company Description LinTech Global is an award-winning, ISO 9001:2015 certified, business and GSA contract holder providing diversified Information Technology services to both Civilian and Defense agencies. Services include Software Development, Systems Integration, Data Management, Project Management, Operations & Maintenance, Cybersecurity, and Training and Audio/Visual (AV) Solutions.
Benefits Our robust benefits package includes Open Paid Time Off, Paid Holidays, Company-paid Life/AD&D, Company-paid Short Term and Long-Term Disability, Health Insurance with Company Contribution, 401k Plan with Company Match, Employee Recognition Program, opportunity for Employee Referral Bonus, opportunity for annual Performance Bonus and much more!
EEO Statement LinTech Global, Inc. is proud to be an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All employment is decided based on qualifications, merit, and business need. All applicants will be considered for employment without attention to race, religion, color, national origin, ancestry, physical or mental disability, medical condition, pregnancy (including childbirth, lactation and related medical conditions), marital status, genetic information (including characteristics and testing), gender, sexual orientation, gender identity or expression, military and veteran status, or any other status protected under federal, state, or local law in the locations where we operate.
If you are an individual with a disability and would like to request a reasonable accommodation as part of the employment selection process, please contact Human Resources. The Company invites any applicant and/or employee to review the Company's written Affinitive Action Plan. This plan is available for inspection upon request.
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Tier II Helpdesk Technician (TS/SCI)
role at Jobs via Dice.
Location: Alexandria, VA
The Technician shall provide phone and on-site support for headquarters personnel and phone/remote desktop support for the field offices. Support will cover a wide range of desktop hardware and software, common IT services, and specific applications on the Unclassified (NIPRNet), Classified (SIPRNet) & JWICS networks. Provide trouble call resolution in a knowledgeable, friendly and professional manner.
Responsibilities
Meet established service level metrics for call response, technical support, and customer service.
Input trouble calls into the OIG ticket tracking system. Ensure all relevant information is gathered and documented.
Resolve trouble calls; in person at the help desk, over phone, and/or through email.
Analyze and resolve trouble tickets utilizing tools such as remote desktop.
Escalate trouble tickets when required by service desk processes to Tier III, or appropriate team/individual.
Provide follow-up service to end-users to ensure that service provided by the Help Desk has addressed their needs in a timely and efficient manner.
Assign Trusted Agents (TA's) responsible for issuing alternate tokens to HQ personnel when required.
Fully document call resolution and ensure all notes are maintained in the ticket tracking system and Knowledge Base articles are published when applicable.
Maintain existing and when required create new SOPs in support of this objective for common Help Desk processes and activities.
Qualifications
DoD Active TS/SCI Clearance
IAT Level II certification or Higher
Imaging Experience
Company Description LinTech Global is an award-winning, ISO 9001:2015 certified, business and GSA contract holder providing diversified Information Technology services to both Civilian and Defense agencies. Services include Software Development, Systems Integration, Data Management, Project Management, Operations & Maintenance, Cybersecurity, and Training and Audio/Visual (AV) Solutions.
Benefits Our robust benefits package includes Open Paid Time Off, Paid Holidays, Company-paid Life/AD&D, Company-paid Short Term and Long-Term Disability, Health Insurance with Company Contribution, 401k Plan with Company Match, Employee Recognition Program, opportunity for Employee Referral Bonus, opportunity for annual Performance Bonus and much more!
EEO Statement LinTech Global, Inc. is proud to be an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All employment is decided based on qualifications, merit, and business need. All applicants will be considered for employment without attention to race, religion, color, national origin, ancestry, physical or mental disability, medical condition, pregnancy (including childbirth, lactation and related medical conditions), marital status, genetic information (including characteristics and testing), gender, sexual orientation, gender identity or expression, military and veteran status, or any other status protected under federal, state, or local law in the locations where we operate.
If you are an individual with a disability and would like to request a reasonable accommodation as part of the employment selection process, please contact Human Resources. The Company invites any applicant and/or employee to review the Company's written Affinitive Action Plan. This plan is available for inspection upon request.
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