Helpdesk Support, Call Center (Tier II).

  • Full-time

Company Description

A3T, a fast growing firm, specializes in Defensive Cyber Security Services, Enterprise Information Technology (IT) Solutions, and Professional Services driven by customer requirements. Our client’s customers are the focal point of all decisions and actions. A3T provides customer-centric services
and focus resources to meet operational requirements, exceed expectations, and sustain organizational growth while mitigating risk.  

Join A3T and watch your career soar! A3T is a small, agile, company looking for incredible talent to support the United States Government in many important national security roles.  A3T is looking to bring on an experienced Helpdesk Support Technician with “Next-Level Thinking” who is ready to take their career to a new level with A3T.

Job Description

Your primary responsibilities include: answering and responding to inbound calls/emails in a timely and professional manner, properly documenting those interactions in the appropriate tracking system, escalating issues that cannot be resolved in a timely manner, sustain currency of work instructions and related process changes. Maintains and updates records and tracking databases. Alerts management to recurring problems and patterns of problems. Resolves technical problems and answers queries by telephone in support of internal and/or outside customer computer hardware, software, network, and telecommunications systems. Diagnoses, identifies, isolates and analyzes problems utilizing historical database records. May route calls to product line specialists.

Provides technical support as required in data management, document control, computer support, project control, and other related areas.

The successful candidate possesses and applies expertise on multiple complex work assignments. Assignments may be broad in nature, requiring originality and innovation in determining how to accomplish tasks. Operates with appreciable latitude in developing methodology and presenting solutions to problems. Contributes to deliverables and performance metrics where applicable.

Responsibilities Overview

(a) Responds to and diagnoses problems through discussion with users.

(b) Ensures a timely process through which problems are controlled. Includes problem recognition, research, isolation, resolution, and follow-up steps. 

(c) Supervises operation of help desk and serves as focal point for customer concerns.

(d) Provides support to end users on a variety of issues.

(e) Identifies, researches, and resolves technical problems.

(f) Responds to telephone calls, email and personnel requests for technical support.

(g) Documents, tracks, and monitors the problem to ensure a timely resolution.

(h) Provides second-tier support to end users for either PC, server, or mainframe applications or hardware.

(i) Interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problem.

(j) Simulates or recreates user problems to resolve operating difficulties.

(k) Recommends systems modifications to reduce user problems.

(l) Update incident tickets and service request tickets to adequately document the processing of the ticket until resolved. 

Qualifications

Active Secret Clearance

IAT II certification with Computing Environment Certificate (Security + and MCP based on Exam 349, 356, 366 or 367)

Education: Minimum of an Associates degree in technical discipline

Hands-on working knowledge in MS Windows Vista/XP, Windows 2000, Office 97,2000 is preferred 

Experience with Remedy a plus.

Must have excellent oral skills and be able to speak clearly.

Additional Information

Agil3Tech (A3T) offers a competitive benefits package to include: paid holidays, paid time off, medical, dental, vision, company paid long and short term disability and life insurance, referral bonuses, certification reimbursement program, etc.

It is the policy of A3T to provide equal opportunity in recruiting, hiring, training, and promoting individuals in all job categories without regard to race, color, religion, national origin, gender, age, disability, genetic information, veteran status, sexual orientation, gender identity, or any other protected class or category as may be defined by federal, state, or local laws or regulations.

We maintain a drug-free workplace and perform pre-employment substance abuse testing to include background checks.

All your information will be kept confidential according to EEO guidelines.