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Tier I Helpdesk Technician

ARLINGTON-22211, VA, US
09/22/2018

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Required Skills

A+, documentation skills

Company

Infinity Consulting Solutions, Inc

Experience

Job Description

IT Help Desk (Arlington, VA)

Responsibilities:

Serve as a first point of contact for basic to advanced IT incidents and requests, performing initial assessment, triage, research, and resolution.

Provide Tier 1 End-User IT Systems support including, but not limited to: technology deployment, hardware and software troubleshooting via phone, e-mail, or in-person.

Respond to Executive technology support issues at a moment's notice.

Perform daily checks on all open Executive issues and own to conclusion.

Use extreme level of discretion in handling confidential information.

Coordinate support escalations to Tier 2 and Tier 3 staff.

Engage other technical resources to resolve incidents that are beyond the scope of ability or responsibility.

Learn new technologies and processes quickly, and document and train other Tier 1 team members.

Create a positive customer support experience and build strong relationships through deep problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling customers with a professional attitude.

Ensure end-to-end customer support experience and provide single point of contact for the customer.

Provide operational support to department by assisting with documentation, inventory control, invoicing, and similar duties.

Perform all other duties and responsibilities as assigned to meet our changing business needs.

Qualifications

Bachelor's degree in Information Technology and 3+ years of IT experience preferred.

Technical certifications such as A+, ACMT, Security+, MCSE, Windows 7, ITIL are desired.

Experience in an Executive Support role preferred.

Ability to follow instructions, processes, and procedures.

Ability to multi-task in a fast paced environment.

Strong written and verbal communication skills with attention to detail. Accurate and thorough documentation skills are essential.

Solid troubleshooting knowledge of computers

Must be able to work independently and as a member of a team.

Demonstrated passion for the IT profession, expanding knowledge and skills, and providing service to customers.

Ability to use customer-service oriented techniques to determine and resolve problems, and respond competently with the appropriate sense of urgency to customer requests.

Experience supporting Audio/Video conferencing equipment and telephony equipment.

Quick learner, proactive individual with the ability to work in a dynamic, fast-changing environment