IT Help Desk Specialist/Customer Support Technician

Vision IT is a woman-owned small business that has supported DoD and Federal Sector IT initiatives for over two decades. We believe in PEOPLE FIRST, COMPASSION, and SERVANT LEADERSHIP. We work side-by-side with our clients as a trusted, long-term partner offering innovative consultation and leadership to solve pressing and complex problems. We orchestrate people, strategies, technologies, and best-of-breed business processes.

We seek a passionate, proactive IT Helpdesk Specialist/Customer Support Technician to join our team. This role involves performing routine IT system maintenance and providing daily operational support.

Key Responsibilities:

• Help Desk Support: Professionally answer calls, acting as the first responder for all IT-specific troubleshooting.
• Ticket Management: Receive and manage trouble tickets and emails. Resolve or assign tickets to Government Services IT technicians as appropriate and escalate as needed. Experience with DHA ServiceNow or ServiceNow is a plus.
• System Monitoring: Inform the system administrators of wide network failures when discovered and keep all stakeholders updated.
• User Support: Resolve computer-related problems for users if possible or escalate to higher level support as needed.
• Account Management: Create, move, disable accounts, and maintain records.
• Asset Management: Assist in properly disposing and documenting all government IT assets.
• Daily Operations: Resolve user desktop and application issues via phone or MS Teams.
• Software Installation: Install and configure commercial and government off-the-shelf software, including Java, Flash, DMLSS, and NAVFIT.
• Inventory Management: Assist in quarterly and annual inventory of computers and peripheral equipment.
• Hardware Configuration: Configure PCs for end users and assist in deploying and installing PCs, monitors, and printers.

Additional Duties:

• Service Calls: Receive assignments from Help Desk calls, walk-ins, emails, and IT trouble tickets.
• Service Call Tracking: Log all assistance requests and direct contact with end-users into the IT trouble ticketing system. (ServiceNow)
• Ticket Management: Initiate and close out all service tickets, keeping stakeholders informed.
• Problem Resolution: Respond, investigate, and resolve users' IT operational problems, including hardware/software issues and system administration.
• Hardware/Software Configuration: Implement configurations based on customer standards and document accordingly.
• Cabling: Assist with building equipment moves and disconnecting/reconnecting computer/system cabling. Check and advise on faulty in-house data cabling within 30 minutes of identifying the problem.

Required Qualifications:

• Active, Secret Security Clearance.
• Minimum of 2 years of experience supporting an automation effort in a helpdesk and troubleshooting capacity.
• Knowledge and hands-on experience with Microsoft Windows 10/11 and Microsoft Office.
• 1 year of experience providing IT and/or user training.
• Strong troubleshooting skills for desktop/laptop configurations, TCP/IP, network connectivity, and Windows desktop operating systems.
• Excellent communication skills and a good work ethic.
• Demonstrated ability to professionally define and resolve computer/printer malfunctions via telephone, email, and MS Teams collaboration tools.
• Hands-on desktop and/or Help Desk support experience.

Preferred Qualifications:

• Possess current IT certifications such as CompTIA A+, SEC+, or Microsoft Certification(s) or willingness to work and obtain them with corporate assistance.