Senior IT Help Desk Technician

Details: Resolve issues for business applications while maintaining the Help Desk infrastructure and operational needs. ettain group has an immediate opening for a Senior IT Help Desk Technician for a contract-to-hire position in Vienna, VA (Metro Accessible). You will be supporting a federal government client as a part of the Application Support Desk team that is responsible for Tier 1 through Tier 3 support. ACTIVE SECRET CLEARANCE REQUIRED.  Responsibilities • Provide support for a variety of proprietary government applications • Quickly gain an in-depth understanding of supported applications and typical types of user issues including resolutions • Respond to telephone and electronic requests for support as part of the Application Desk operation; typical issues include password resets, questions on the application’s functionality, basic user training, role based access and processing and/or completing access requests • Handle advanced questions and troubleshooting • Enter, monitor, and update help desk tickets in the HEAT trouble ticket system to track progress and resolution of customer issues • Ensure on-going maintenance and development of positive customer relationships with team members and end-users • Performs closed-loop communication with end users to resolution • Ensure all time reporting and other required reports are accurate and submitted on time • Meet or exceed various service levels (SLAs) as established by assignment (calls per day, ETAs, on-time response, administrative call closure, customer satisfaction) • Experience with meeting designated service levels (SLAs) in a call center or related environment • Develop and create documentation on training materials, FAQs and Knowledge Base Articles • Mentor and train junior and mid-level team members  Requirements  • 5+ years of experience in a call center environment providing customer/user service, and in providing technical and end-user support for commercial PC operating systems, COTS, and/or applications software in person and over the phone • Experience using a Help Desk ticketing system such as Remedy or HEAT • Experience researching problems, analyzing trends, and distributing findings • Strong customer service, verbal and written communication skills, and troubleshooting skills required • Ability to quickly learn complex business applications and apply this knowledge to assist end users • Bachelor’s degree or certification in IT related field; work experience may be a substitute • US Citizenship necessary with ability to pass a background check • Bilingual in Spanish a plus • ACTIVE SECRET CLEARANCE REQUIRED

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