About this role
Overview
AMERICAN SYSTEMS is an employee-owned federal government contractor supporting national priority programs through our strategic solutions in the areas of Information Technology, Test & Evaluation, Program Mission Support, Engineering & Analysis, and Training. The shift for this position is every Tuesday and Friday from 11:00 PM - 6:00 AM Eastern Time with the opportunity to work additional hours when available.
Responsibilities
As a Help Desk Technician, you will do the following:
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Answer incoming calls/emails from customers to provide basic help desk support and troubleshoot user problems.
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Provide professional customer service and timely resolution or escalation of issues.
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Perform user data corrections and respond to questions.
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Assist users with subscribing and unsubscribing to the system.
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Assist users with moving their accounts between locations, updating contact information and setting up alerts on multiple devices.
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Send more complicated user issues to appropriate hierarchy for troubleshooting.
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Learn fundamental operations of commonly used software, hardware and other equipment.
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Accurately log all service requests and document resolutions using call tracking software.
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Educate end users on appropriate system use and share technology best practices.
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Exercise patience and professionalism during stressful situations.
Qualifications
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Must have an active DOD Secret clearance or higher.
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One-year of help desk experience required.
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Must be able to work independently and responsibly without direct supervision.
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Outstanding oral and written communication skills and attention to detail.
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Technical troubleshooting skills in researching and documenting resolutions.
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Friendly presence and helpful attitude; good interpersonal skills.
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Ability to provide technical support over the phone; good phone skills.
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Accurately and consistently document all work; good writing skills.
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Good problem-solving skills; ability to visualize a problem or situation and think abstractly.
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Ability to handle constantly changing flow of traffic; be able to multitask effectively.
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Working knowledge of standard operating systems, applications, and networking.
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Must be a US Citizen.
Pay Transparency Statement
AMERICAN SYSTEMS is committed to pay transparency for our applicants and employee-owners. The salary range for this position is USD $20.00/Hr. - USD $20/Hr. Actual compensation will be determined based on several factors permitted by law. AMERICAN SYSTEMS provides for the welfare of its employees and their dependents through a comprehensive benefits program by offering healthcare benefits, paid leave, retirement plans, insurance programs, and education and training assistance.
EEO Statement
EEO Race/Sex/Disability Status/Veteran Status