[Hiring] Help Desk Technician @AMERICAN SYSTEMS

Role Description

AMERICAN SYSTEMS is an employee-owned federal government contractor supporting national priority programs through our strategic solutions in the areas of Information Technology, Test & Evaluation, Program Mission Support, Engineering & Analysis, and Training.

The shift for this position is Monday, Tuesday, Thursday from 8:00 PM – 11:00 PM EST and Saturday - Sunday from 12:00 PM - 3:00 PM EST with a total of 15 hours per week.

Responsibilities

• Answer incoming calls/emails from customers to provide basic help desk support and troubleshoot user problems.
• Provide professional customer service and timely resolution or escalation of issues.
• Perform user data corrections and respond to questions.
• Assist users with moving their accounts between locations, updating contact information and setting up alerts on multiple devices.
• Send more complicated user issues to appropriate hierarchy for troubleshooting.
• Learn fundamental operations of commonly used software, hardware and other equipment.
• Accurately log all service requests and document resolutions using call tracking software.
• Educate end users on appropriate system use and share technology best practices.
• Exercise patience and professionalism during stressful situations.

Qualifications

• Must have an active DOD Secret clearance or higher.
• 1+ years of help desk experience preferred.
• Must be able to work independently and responsibly without direct supervision.
• Outstanding oral and written communication skills and attention to detail.
• Technical troubleshooting skills in researching and documenting resolutions.
• Friendly presence and helpful attitude; good interpersonal skills.
• Ability to provide technical support over the phone; good phone skills.
• Accurately and consistently document all work; good writing skills.
• Good problem-solving skills; ability to visualize a problem or situation and think abstractly.
• Ability to handle constantly changing flow of traffic; be able to multitask effectively.
• Working knowledge of standard operating systems, applications, and networking.

Benefits

• Healthcare benefits
• Paid leave
• Retirement plans
• Insurance programs
• Education and training assistance