Service Desk Technician

Overview

 Nakupuna Solutions is looking for a Service Desk Technician.

Responsibilities

The following reflects management’s definition of essential functions for this job but does not restrict the tasks that may be assigned. Management may assign additional duties and responsibilities to this job at any time due to reasonable accommodation or other reasons. Specific duties include:

• Effectively and politely communicate with customers and understand their issues
• Provide first line support for any technical issues and problems in person, via phone, and electronically
• Triage, understand, and route issues to the correct resources, track requests and document resolutions
• Walk customers through troubleshooting procedures as well as train computer users
• Install, modify, and repair computer hardware, software, and peripherals
• Run diagnostic applications to resolve problems
• Follow up with customers to ensure issues have been resolved
• Install and test computers, printers, and other peripherals; configure operating system and application software programs using NMCI Network services and tools
• Web Application Support: Provide technical customer support for the daily operations and training of web-based applications to customers at different levels of IT knowledge as well as different levels of seniority, from junior legal support staff to a senior Presidential Appointed Senate Confirmed executive
• Working Knowledge and Skills Related to Web Application Support: Capable of working independently and with demonstrated working knowledge of Web 2.0 type application tools including online collaboration tools such as the following: forums, blogs, wikis, and media libraries; email list operation; and application group and user-rights management. Able to support and train customers in the use of these Web 2.0 type application tools
• Proficient in the NMCI NET tool
• Demonstrated, advanced experience in IT help desk and hands-on customer service supporting a full range of knowledge levels and seniority, with support levels ranging from positions equivalent to junior legal support staff to Presidential Appointed Senate Confirmed executives
• Demonstrated. advanced experience with the Windows operating system and Office 365 from a customer point of view

Qualifications

Excellent communication, customer service and problem-solving skills. Multi-tasking, attention to detail and, and solid judgment. Takes initiative, adaptable and customer service oriented.

Clearance: Must currently hold an active Secret Clearance or qualify for an Intirm Secret Clearance. Clearance will be required before starting on-site. Must be a U.S. citizen.

Education and Experience: This position requires a minimum of two years of professional experience. Working knowledge of fundamental operations of relevant software, hardware, and other equipment. Experience in call tracking applications and customer service practices. Related experience and training in troubleshooting and providing help desk support.

Certifications: 8570 IAT I  or higher (CompTIA A+, CompTIA Network+ or SSCP)

Physical Requirements: The ideal candidate must at a minimum be able to meet the following physical requirements of the job with or without a reasonable accommodation:

• Ability to perform repetitive motions with the hands, wrists, and fingers
• Ability to engage in and follow audible communications in emergency situations
• Ability to sit for prolonged periods at a desk and working on a computer
• Ability to lift standard computer workstations and monitors and maneuver into tight spots to access wires and cable when assisting with the move of a workstation as well as assemble monitor to monitor stands

The Nakupuna Companies use a market-based compensation strategy to ensure that our employees are compensated within applicable market ranges commensurate with multiple factors, including but not limited to the individual’s particular combination of education, knowledge, skills, competencies, and experience, as well as contract-specific affordability, organizational requirements, and position location. The projected compensation range for this position is $70,000.00 to $80,000.00 (annualized USD). The salary range displayed represents the typical salary range for this position and is just one component of Nakupuna Companies total compensation package for employees.