Help Desk Coordinator

Contractor needed to provide tier 1 technical support responding to incidents and requests that come into the help desk via phone and email.

Note: This requirement is a 35 hr work week ONSITE.

Candidate should be comfortable working in the DCA office full time. The manager states this is a socially distanced safe environment.

Full-time professional work experience in a service desk / help desk environment.


RELEVANT WORK EXPERIENCE: 2 or more years.

Provide tier 1 technical support. Duties include:
•Respond to incidents and requests that come into the help desk via phone and email
•Resolve those tickets that can be completed within approximately 10 minutes and assign the rest to the appropriate tier 2/3 staff member or application staff
•Close tickets with appropriate notes and resolutions in a timely manner
•Subject areas include
•Active Directory and Office 3NA accounts
•Desktops, laptops, tablets, smartphones
•Desktop productivity apps (MS Office, Adobe Acrobat, FileMaker, Oracle)
•Custom department and division applications
•Basic network connectivity troubleshooting