Senior Helpdesk Specialist - Falls Church, VA at D&Z Federal in Falls Church, Virginia

Job Description:

SENIOR HELPDESK SPECIALIST - FALLS CHURCH, VA

SOC is currently searching for a Helpdesk Technician to support our client in the Falls Church, VA.

RESPONSIBILITIES:

* Ability to provide Mobile Support, adding and deleting users to the client network

* Ability 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.

* Advise management of potential risks that may have impact on customer base and operating environment.

QUALIFICATIONS:

* B.S. Computer Science or equivalent education and experience desired

* Help Desk experience and Customer Service experience or Call Center environment.

* Experience with IT and Help Desk technologies, to include Remedy, Heat, or other ticketing systems, VPNs, remote, Office 13, Exchange, Active Directory, Windows 7 and 10, and knowledge of laptop technologies strongly preferred.

* A+, Network+, or Security+ CE, or higher..

SOC, a Day & Zimmermann company, is an Equal Opportunity Employer, EOE AA M/F/Vet/Disability.