Marathon TS is seeking a Help Desk Technician to support a federal client in Falls Church, VA. Responsibilities: nswer calls coming into the Tier 1 Help Desk by the third ring. Create a customer incident in Remedy, the call tracking software for every call answered. bility to provide Mobile Support, adding and deleting users to the client network as well as other AD HOC tasks. bility to assist clients with hardware and software support via telephone. Coordinate with team to ensure rapid response times and follow-up with customers. Ensure that all VIP calls are responded to immediately. Develop professional working relationship with customer to better understand business needs. Process customer orders, prepare correspondence and fulfill customer needs to ensure customer satisfaction. Provide technical support to end users on a variety of issues. Identify, research and resolve technical problems. Respond to telephone calls, emails and personnel requests for technical support. Document, track and monitor the problem to ensure a timely resolution. Update and develop CAC policies and procedures. Coordinate and consult with Customer, Engineering, Deskside Manager and team members to meet customer requirements. dvise management of potential risks that may have impact on customer base and operating environment. Qualifications: DOD 8570 IAT Level I, II, or III certification required: A+, Network+, or Security+ CE, or higher Superior customer service skills a must. Strong desire to provide the highest quality of service to the customer required. Superb verbal communication skills; comfortable working on the telephone and responding to calls. Knowledge of Information Technology network and systems technologies, processes, and methodologies required. Preferred: B.S. Computer Science or equivalent education and experience desired t least 1+ years of previous Help Desk experience. t least 1+ years of previous Customer Service experience or Call Center environment. 1+ years of experience in the IT field Experience with IT and Help Desk technologies, to include Remedy, Heat, other ticketing systems, VPNs, remote and VMware tools, Office 13, Exchange, Active Directory, Windows 7 and 10, and knowledge of laptop technologies strongly preferred.
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