HELPDESK TECHNICIAN WITH SECURITY CLEARANCE

Positions: Tier II helpdesk technician Location: Alexandria, VA Duration: Long Term Clearance: Secret Certifications: Sec Job description: * As a Sr. Service Desk Support Technician , you will provide Tier 2 support for escalated hardware, network and/or software issues by end-users for DODEA. You will support user and incident requests utilizing existing procedures to monitor, track and resolve work orders in a timely manner. . Highlights of Responsibilities: * Answering helpdesk calls, and responding to service now tickets * Evaluating, prioritizing, solving, and escalating all tickets to the appropriate Tier Support, and/or correcting the assignment of tickets as required * Following-up with users/customers to ensure resolution of issues, closing tickets only when the resolution to the issue has been reached, to the satisfaction of the user/customer. * Documents Incident with detailed break-fix steps and resolution in Remedy ticket tracking system. * Provides advanced Customer Service and Support. * Communicates with high profile customers in a professional and courteous manner. * Performs installs, upgrades, and configures customer-specific hardware and software. * Performs advanced troubleshooting to isolate and diagnose IT problems on desktop equipment and peripherals, including software and hardware. * Provides remote and on-site troubleshooting for hardware and software support. * Troubleshoots and supports Windows operating systems, advanced MS Office product issues, and other IT issues. * Upgrades software components as required. * Provides customers with network technical support. * Instructs customers and support staff in use of equipment and software. * Possesses the ability to complete multiple simultaneous projects in a timely manner. * Requirements: * Clearance (required at performance start date): active Secret security clearance * High School degree * 5 years IT experience * Current DoD 8570 IAT Level II certification (required at performance start date): CCNA Security, CySA, Security CE, etc. Preferred Education and Experience: * ITIL v3 Foundations AND HDI Desktop Support Technician or A related certifications relevant to service desk support. * Experience supporting PC hardware and software systems. * Prior work experience in a fast-paced DoD environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.