The Excalibur Group is currently seeking Tier 1 Technical Support in Dulles, VA to support a government contract.

**Will be subject to a background/credit screen prior to employment.

This position will require traveling to different locations.

DUTIES/RESPONSIBILITIES:

• Receives trouble calls (via e-mail, voice mail, and walk-up) for software, hardware, application, and/or telephone problems. Enters call information into the ticket tracking system, documents information about the problem, and triages/endeavors to perform first contact resolution.
• Responds to IT related service requests (user problems, incidents, issues, requests and queries). Creates problem ticket by entering user and problem information into the agency's ticket tracking system (ServiceNow). Assesses the problem; works with users to troubleshoot the nature of reported problem. Performs Tier 1 remote troubleshooting/diagnostics on commonly used software, hardware, applications and other equipment/items used throughout the agency. May use remote access software to remotely work on the user's equipment. Documents completion or progress in ServiceNow. Supports Deskside Operations Team with ticket response and resolution. Must understand basic hardware troubleshooting and incident resolution for hardware and software PC-related incidents.
• Operates within established IT Infrastructure Library (ITIL) service support and service delivery framework and Total Contact Ownership principles and practices. Works to deliver excellent technical/non-technical support with outstanding customer service, satisfaction, and timeliness by practicing Total Contact Ownership for all IT related issues to ensure a high degree of customer satisfaction.
• Uses a computer and (a) modern office suite software (such as MS Office) to communicate (email), plan, schedule, word process, manipulate data (spreadsheets and databases), and perform or conduct research (Internet use); (b) enterprise system/software for time and attendance reporting, and other functions; and (c) special systems/software such as ServiceNow used in the agency for ticket tracking.
• Performs other duties as assigned.

• A high school diploma, a Certificate of General Educational Development (GED), or an equivalent combination of education, experience, and training.
• One (1) year of progressively responsible IT Service Desk, Help Desk or Deskside experience that includes substantive work in most of the duties in this job description, to include: Providing IT help desk problem resolution, Utilizing IT diagnostic tools to assist in the problem resolution, Utilizing remote access software, Working with/utilizing a ticket tracking system, Working in a high-volume customer service.
• Preferred:
  • Associate's Degree in Computer Science, Telecommunications, or Management Information Systems (MIS).
  • Support Center Analyst Certification from Help Desk International or another recognized credentialing authority.
  • The CompTIA A+ Certification as administered by Pearson VUE or Certiport or another recognized testing authority.
  • ITIL v3 Foundations Certification.

• $49k - $51k annually