Help Desk Technician (Part-Time)
Overview
AMERICAN SYSTEMS is an employee-owned federal government contractor supporting national priority programs through our strategic solutions in the areas of Information Technology, Test & Evaluation, Program Mission Support, Engineering & Analysis, and Training. The shift for this position is Monday, Tuesday, Thursday from 8:00 PM ā 11:00 PM EST and Saturday - Sunday from 12:00 PM - 3:00 PM EST with a total of 15 hours per week.
Responsibilities
ā¢ Answer incoming calls/emails from customers to provide basic help desk support and troubleshoot user problems.
ā¢ Provide professional customer service and timely resolution or escalation of issues.
ā¢ Perform user data corrections and respond to questions.
ā¢ Assist users with moving their accounts between locations, updating contact information and setting up alerts on multiple devices.
ā¢ Send more complicated user issues to appropriate hierarchy for troubleshooting.
ā¢ Learn fundamental operations of commonly used software, hardware and other equipment.
ā¢ Accurately log all service requests and document resolutions using call tracking software.
ā¢ Educate end users on appropriate system use and share technology best practices.
ā¢ Exercise patience and professionalism during stressful situations.
Qualifications
ā¢ Must have an active DOD Secret clearance or higher.
ā¢ 1+ years of help desk experience preferred.
ā¢ Must be able to work independently and responsibly without direct supervision.
ā¢ Outstanding oral and written communication skills and attention to detail.
ā¢ Technical troubleshooting skills in researching and documenting resolutions.
ā¢ Friendly presence and helpful attitude; good interpersonal skills.
ā¢ Ability to provide technical support over the phone; good phone skills.
ā¢ Accurately and consistently document all work; good writing skills.
ā¢ Good problem-solving skills; ability to visualize a problem or situation and think abstractly.
ā¢ Ability to handle constantly changing flow of traffic; be able to multitask effectively.
ā¢ Working knowledge of standard operating systems, applications, and networking.
Pay Transparency Statement
AMERICAN SYSTEMS is committed to pay transparency for our applicants and employee-owners. The salary range for this position is USD $20.00/Hr. - USD $20/Hr. Actual compensation will be determined based on several factors permitted by law. AMERICAN SYSTEMS provides for the welfare of its employees and their dependents through a comprehensive benefits program by offering healthcare benefits, paid leave, retirement plans, insurance programs, and education and training assistance.EEO Statement
EEO Race/Sex/Disability Status/Veteran Status
AMERICAN SYSTEMS is an employee-owned federal government contractor supporting national priority programs through our strategic solutions in the areas of Information Technology, Test & Evaluation, Program Mission Support, Engineering & Analysis, and Training. The shift for this position is Monday, Tuesday, Thursday from 8:00 PM ā 11:00 PM EST and Saturday - Sunday from 12:00 PM - 3:00 PM EST with a total of 15 hours per week.
Responsibilities
ā¢ Answer incoming calls/emails from customers to provide basic help desk support and troubleshoot user problems.
ā¢ Provide professional customer service and timely resolution or escalation of issues.
ā¢ Perform user data corrections and respond to questions.
ā¢ Assist users with moving their accounts between locations, updating contact information and setting up alerts on multiple devices.
ā¢ Send more complicated user issues to appropriate hierarchy for troubleshooting.
ā¢ Learn fundamental operations of commonly used software, hardware and other equipment.
ā¢ Accurately log all service requests and document resolutions using call tracking software.
ā¢ Educate end users on appropriate system use and share technology best practices.
ā¢ Exercise patience and professionalism during stressful situations.
Qualifications
ā¢ Must have an active DOD Secret clearance or higher.
ā¢ 1+ years of help desk experience preferred.
ā¢ Must be able to work independently and responsibly without direct supervision.
ā¢ Outstanding oral and written communication skills and attention to detail.
ā¢ Technical troubleshooting skills in researching and documenting resolutions.
ā¢ Friendly presence and helpful attitude; good interpersonal skills.
ā¢ Ability to provide technical support over the phone; good phone skills.
ā¢ Accurately and consistently document all work; good writing skills.
ā¢ Good problem-solving skills; ability to visualize a problem or situation and think abstractly.
ā¢ Ability to handle constantly changing flow of traffic; be able to multitask effectively.
ā¢ Working knowledge of standard operating systems, applications, and networking.
Pay Transparency Statement
AMERICAN SYSTEMS is committed to pay transparency for our applicants and employee-owners. The salary range for this position is USD $20.00/Hr. - USD $20/Hr. Actual compensation will be determined based on several factors permitted by law. AMERICAN SYSTEMS provides for the welfare of its employees and their dependents through a comprehensive benefits program by offering healthcare benefits, paid leave, retirement plans, insurance programs, and education and training assistance.EEO Statement
EEO Race/Sex/Disability Status/Veteran Status