Purpose People, Technology and Processes, LLC is seeking a Help Desk Technician to provide support to existing federal IT support team with managing day to day IT help desk operations. Staff will provide first-level contact services for approximately 125 agency users. Support will be provided through remote and in-person at the Washington, DC headquarters office. *****THIS POSITION IS CONTINGENT UPON AWRD*****
Responsibilities include, but are not limited to:
Manage Help Desk tickets in a timely manner
Respond to customer issues via phone, email and computer chat
Provide customer assistance
Document customer interactions
Run diagnostics to resolve customer reported issues
Escalate issues to the next Tier with next level of difficulty
Install, make changes, and repair computer hardware and software
Follow-up with customers to ensure issues are resolved
Bachelors degree (preferred)
Microsoft Certified Systems Engineer designation (preferred)
Minimum Required Experience:
3 years’ experience serving in IT help desk operational environment
Excellent oral communication skills
Detail oriented in order to keep detailed notes on tickets
Highly organized to keep Help desk tickets order
Ability to diagnose and resolve basic computer technical issues
About the company: As a Service Disabled, Veteran Owned Small Business (SDVOSB) we are a provider of Information Technology (IT) professional services, software solutions and professional development training. Our core competencies evolved from leveraging IT enablers for knowledge management with an emphasis on Web Based Knowledge Portals and Portal Services, Server/System Services, SharePoint Development and System Administration and SQL Server Services. Our capabilities have expanded to include software development, technical training support and field support services.
Satisfy the customer - "Exceed expectations"
Set the Example - "Be out front"
Be Responsive - "Timing is everything"
Persevere - "Find a way"
Benefits PTP offers a comprehensive benefits program:
Supplemental benefits (Short Term Disability, Cancer & Accident).