Help Desk Technician

TIAG is now hiring a short term Help Desk Technician to support our customer at the Uniformed Services University of Health Sciences in Bethesda, MD. A secret clearance is required to perform the work onsite in Bethesda. This is anticipated to be a 4 month duration.

Responsibilities will include:

• Receive and process incoming hardware shipments.
• Maintain 100% inventory accuracy within the Government-furnished system of record.
• Coordinate and ensure the successful, timely delivery of YubiKey devices to end-users.
• Utilize an IT ticketing system (such as ServiceNow) to manage, document, and close assigned support tickets.
• Perform computer troubleshooting and setup using multiple detailed processes and procedures.
• Execute computer break-fix processes and software upgrades as needed.
• Write and document highly detailed troubleshooting results within the help desk ticket tracking system.
• Extract computer and server log files and properly escalate them to Tier 3 support for further diagnosis when required.
• Recall established computer support techniques from memory to resolve issues in a timely manner.
• Provide exceptional customer service by actively listening to user issues, demonstrating empathy, and delivering clear, concise solutions.
• Maintain a positive, professional demeanor while interacting with users across various channels, including phone, email, chat, and in-person support.
• Ensure a high level of customer satisfaction in every interaction.
• Successfully manage and execute 3 to 5 concurrent computer support activities while adhering to detailed operational processes.
• Maintain rigorous and accurate notes for all troubleshooting steps and inventory movements.