Help Desk Agent

This is a fully remote position, open to applicants in Virginia.

📋 Description

• Addresses technical issues and responds to inquiries via telephone or self-service ticket systems in support of internal and/or external customer computer hardware, software, network, system/application access, and telecommunications systems.

• Evaluates, identifies, isolates, and analyzes issues by utilizing historical database records.

• May direct calls to product line specialists or application/system support experts.

• Keeps records and tracking databases updated and maintained.

• Notifies management regarding recurring issues and trends in problems.

⛳️ Requirements

• Must be a US Citizen capable of passing both an SAIC and Commonwealth of Virginia background check.

• AA Degree in a related field or a High School diploma or equivalent with up to two (2) years of relevant experience.

• At least 6 months of experience in computer hardware/software support.

• Familiarity with desktop support, IT concepts, and help desk software.

• Experience in troubleshooting hardware and software issues.

• Demonstrated ability to provide effective and professional communication when addressing moderately complex technical problems via phone, email, and face-to-face interactions.

• Proven customer awareness along with strong written and verbal communication skills.

• Commitment to delivering excellent customer service.

• Ability to think critically and troubleshoot logically, acting decisively in high-pressure situations.

• Proficient in Microsoft Office Products, Internet Explorer, and Windows environments.

• Preferred technical certifications include Security+, Net+, MCP, MCSE, CCNA, ITIL, CHDP, CompTIA A+, CompTIA Net+, and CompTIA Security+.

• Familiarity with Windows 7, Windows 10, IE 8 and IE 11, Terminal Services, VPN software, Microsoft and other widely used commercial products (including Office 2010 Suite), strong skills in Microsoft Outlook, remote access, Android, and iOS support.

• Experience in account administration and password reset processes.

🏝️ Benefits

• Opportunities for professional development.