Phacil, Inc. Tier I IT Help Desk Technician in Herndon, Virginia
Tier I IT Help Desk Technician
Looking for a rewarding and challenging career with a dynamic, growing organization? Phacil is your answer. We have an immediate need for a Tier I IT Help Desk Technician to support an important government customer in Herndon, VA.
Clearance Level (Required to Start):
- Active Secret clearance is required.
Daily Job Responsibilities:
The ideal candidate will possess the ability to:
Apply expertise to solve first level technical support issues for end-users of the client’s products and services.
Use automated information systems to analyze routine situations.
Utilize the Knowledge Base to research, analyze, and resolve basic software, network, and hardware questions and problems received by phone, email, chat, or Remedy ticketing system.
Complete supporting paperwork and data entry as required.
Create and maintain service reports.
Resolve problems or contacts more senior technical support as necessary.
If support results in new solution, candidate will provide documentation to Technical Writers in order to have new Knowledge Base articles authored.
Support users by fulfilling individual requests for information and/or training in the utilization of the various applications.
Instruct users in the use of PCs and networks.
Support includes but is not limited to
Account modifications, resets, and unlocks
Problem solving and troubleshooting issues with applications and hardware
Mobile device troubleshooting (iPhone, iPad, Blackberry, Samsung Galaxy)
Troubleshooting basic network issues with VPN, Citrix, and Internet Explorer
Implementing PC registry fixes
Strong written and verbal communication skills
Ability to provide support via phone and/or email
Preferred Skills:Preference will be given to candidates with additional IT and Programmatic certifications/experience, such as:
ITIL V3 Foundation
Previous Tier 1 experience
Phacil is a leading employee-owned provider of mission-focused, results-driven technology solutions to the Federal Government. With consistent focus on technical excellence, exceptional contract performance, and quality results, customers have come to trust Phacil to solve their most complex challenges. Phacil’s diverse range of mission-focused solutions in Software Services, Systems Engineering, Integration & Operations (SEI&O), Cybersecurity, and Service Desk operations enables our team of over 800 technical professionals to effectively serve our customers throughout the U.S. and overseas.
Phacil continually strives for performance excellence as evidenced by corporate certifications, such as ISO 9001:2015 and ISO/IEC 27001:2013, performing certified ISO/IEC 20000-1:2011 and CMMI Maturity Level 3 (for both Development and Services) work on Contracts. Phacil has won numerous awards including the Coalition for Government Procurement's Excellence in Partnership and Tech Council of MD’s Contracting Firm of the Year, as well as rankings on Washington Business Journal’s Top Government Technology Contractors and CRN Solution Provider 500.
All qualified applicants will receive consideration for employment without regard to sex, race, color, religion, national origin, protected veteran status, or disability status
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