Service Desk Representative

Req #: A12-030
External Job Title: Service Desk Representative
# Positions: 1
Location: US-VA-Dulles
Experience (Years): 2
Posted Date: 1/26/2012
Job Family: Information Technology
Position Type: Regular Full-Time
FLSA Status: Non-Exempt
Visa: Perm Resident /Citizen only
Security Clearance: No Clearance Required
Relocation: No

Overview:

Provide technical computer helpline support in response to inquiries from diverse sources via telephone, email and personal contact. Prioritize inquiries to ensure appropriate response to time critical requests. Provide moderate level client support for personal computers, office automation applications, peripherals and laptops. Generate detailed, accurate work orders regarding more complex issues and direct them to the appropriate technical personnel for resolution. Document and report problems to technical staff for resolution. Track computer-related equipment and consumables using existing databases.

Job Description:

Knowledge of Microsoft Office Suite applications and Windows required. Ability to use, install, analyze and troubleshoot common desktop software applications. Familiarity with technical issues pertaining to the use of PC's as workstations in an extensive LAN/WAN environment. Ability to communicate effectively with internal customers and other IS personnel to identify technical problems and apply appropriate solutions

Qualifications:

Required Qualifications:
• College diploma or university degree in the field of computer science or 2 years equivalent work experience.
• Experience with desktop and server operating systems, including Microsoft Windows XP, Windows 7 and Windows Server.
• Support experience with PCs, laptops, printers, scanners, PDAs and other major desktop systems and related applications.
• Ability to conduct research into a wide range of computing issues as required.
• Exceptional customer service orientation.

Preferred Qualifications:
• Exceptional written and oral communication skills.
• Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills.
• Strong documentation skills.
• Ability to absorb and retain information quickly.
• Ability to present ideas in user-friendly language.
• Highly self motivated and directed.
• Keen attention to detail.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Experience working in a team-oriented, collaborative environment.

Required Education/Experience:
A High School Diploma or General Education Degree or equivalent experience is required.
Two years of related experience is required.