Help Desk Technician

TIAG is now hiring a Help Desk Associate to join our team at Fort Belvoir, supporting the A.T. Augusta Military Medical Center (Formerly known as Fort Belvoir Community Hospital).

This position requires that the candidate hold a Secret security clearance, so the candidate must be a US Citizen or Naturalized Citizen. This is an on-site position at Fort Belvoir Community Hospital.

Position Responsibilities:

• Use a ticket tracking system such as ServiceNow to access assigned tickets and close them.
• Perform computer troubleshooting and setup process requiring multiple detailed processes and procedures.
• Write/document detailed troubleshooting results in help desk ticket tracking.
• Pull computer/server log files and send them to Tier 3 support for further diagnosis.
• Multi-task 3-5 concurrent computer support activities with detailed processes.
• Recall from memory in a timely manner established computer support techniques.
• As needed, perform troubleshooting for computer break-fix processes and software upgrades.
• Provide exceptional customer service by actively listening to user issues, demonstrating empathy, and delivering clear and concise solutions in a timely manner.
• Maintain a positive and professional demeanor while interacting with users across various communication channels (phone, email, chat, in-person), ensuring a high level of customer satisfaction.

Qualifications

• Entry-level experience with remote access software, Office Automation Software Suites, and knowledge of Operating Systems and Networking.
• Demonstrated ability to communicate effectively, both written and orally, among the customer base and Help Desk management.
• Experience working with PC software and troubleshooting
• An understanding of the military community is an added plus
• Ability to obtain a Secret Clearance
• Strong PC software and troubleshooting skills
• Experience using Windows 10 and Microsoft Office 2010 Products
• CompTIA Security+
• CompTIA A+ cert OR other Windows Environment Certification required to start

TIAG is an equal opportunity employer and federal contractor or subcontractor. Consequently, the parties agree that, as applicable, they will abide by the requirements of 41 CFR 60-1.4(a), 41 CFR 60-300.5(a), and 41 CFR 60-741.5(a) and employment decisions shall be based solely on merit and without regard disability, or protected veteran status, or any other characteristic protected by local, state, or federal laws, rules, or regulations. TIAG takes proactive steps to employ and advance in employment qualified individuals without regard to disability or protected veteran status. The parties also agree that, as applicable, they will abide by the requirements and may be subject and required to take action pursuant to the following laws and accompanying regulations:

The Vietnam Era Veterans Readjustment Assistance Act of 1974, as amended (and its implementing regulations at 41 C.F.R. 60-300);
Section 503 of the Rehabilitation Act of 1973, as amended (and its implementing regulations at 41 C.F.R 60-741); and
Executive Order 13496 (and its implementing regulations at 29 C.F.R. part 471, Appendix A to Subpart A).