Help Desk Technician/IT Support Specialist - Secret Cleared

Agensys Corporation

Albuquerque, NM

Medical , Paid Time Off
Temporary

Job Description

Title: Help Desk Technician/IT Support Specialist

Government client: DTRA

Clearance requirement: Secret

Work Location: Kirtland AFB, NM

As a Help Desk Technician, you will be responsible for providing technical support and assistance to clients utilizing our solutions. You will play a critical role in ensuring our clients experience minimal downtime and maximum satisfaction with our products. Your primary responsibilities will include:

Responding to client inquiries and technical issues via phone, email, or chat in a timely and professional manner.
Diagnosing and troubleshooting technical issues related to Plug and Play devices, software, and peripherals.
Guiding clients through step-by-step solutions to resolve technical problems and provide instructions on product usage.
Documenting support tickets, including detailed descriptions of issues, troubleshooting steps taken, and resolutions achieved.
Collaborating with internal teams, including Product Development and Quality Assurance, to escalate complex issues and provide feedback for product improvement.
Assisting with Plug and Play product installations, configurations, and updates as needed.
Maintaining a high level of customer satisfaction through effective communication and problem-solving skills.

Qualifications:

Proven experience in a technical support role, preferably in a help desk or customer support environment.
Strong knowledge of Plug and Play technologies, including hardware and software components.
Proficiency in troubleshooting common technical issues related to computer systems, networking, and peripherals.
Excellent communication skills, both verbal and written, with the ability to convey technical information clearly and concisely.
Exceptional customer service skills with a focus on delivering a positive client experience.

Company Description

Agensys Corporation is a small business IT Services firm headquartered in Loudoun County, Virginia. Our proven methodologies allow us to identify, attract and retain the highest quality of IT professionals. Agensys Corporation’s leadership team capitalizes in over 30 years of expertise in government and commercial sectors and is one of the fastest growing Services firms in the DC Metro Area. Our goal is to develop strong relationships with our partners to understand and exceed the needs of their unique environments.