Job Description

Help Desk Support Analyst

NucoreVision, Incorporated is currently looking for experienced Help Desk Support personnel to work on several federal government initiatives. Under the general direction of a manager, the candidate will be responsible for working directly with the users and modifying, updating, and/or replacing software as required. The candidate will answer, evaluate, and prioritize incoming telephone, voice mail, and e-mail requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies. Upon answering the call or email the candidate will interview users to collect information about problems and lead the user through diagnostic procedures to determine the source(s) of error. Help Desk Support also handles problem recognition, research, isolation, resolution and follow-up for routine user problems, referring more complex problems to supervisor or technical staff. The candidate will log and track calls using a call database or ticketing system as well as maintain history records and related problem documentation.

Qualifications:

• Associate's Degree or Bachelor of Science Degree in Computer Science or a related field; or 6-12 months working experience in a help desk environment.
• Proficient in using and troubleshooting MS Office products (i.e., Word, PowerPoint, Excel, etc.), operating systems, Adobe Acrobat and other software, and Internet Explorer
• Experience with a ticket tracking system (i.e. Remedy, Heat, etc.)
• Microsoft Certifications preferred but not required
• Experience with PC and Macintosh environments
• Outstanding customer service skills
• Ability to be responsive and work in a fast paced multi-platform environment
• Excellent written and verbal communication skills
• Ability to listen and contribute effectively to the group
• Ability to obtain a DoD government clearance is preferred but not required

Position Location: Washington, DC Metropolitan Area

Type of Position: Full-time, W2 Employee

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