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Help Desk Technician

Washington DC, Washington DC
 Job Title: Help Desk Technician
Job Location:  Washington D.C.
Salary: Competitive, Depends on Qualifications
Clearance: None
Travel: Possible travel is anticipated

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.

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

Required Education/Certifications:
  • 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.
Guiding Principles
  • Satisfy the customer - "Exceed expectations"
  • Set the Example - "Be out front"
  • Be Responsive - "Timing is everything"
  • Persevere - "Find a way"
PTP offers a comprehensive benefits program:
  • Medical insurance
  • Dental insurance
  • Vision insurance
  • Supplemental benefits (Short Term Disability, Cancer & Accident).
  • Employer-sponsored Basic Life & AD&D Insurance
  • Employer-sponsored Long-Term Disability
  • Employer-sponsored Value Adds – FreshBenies
  • 401(k) with matching
 Holidays and Annual Leave
  • 10 Paid Holidays
  • 120 hours PTO accrual per year

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