AMERICAN SYSTEMS

IT and engineering services for government

Help Desk Technician

IT Service Desk & End User SupportPosted on Nov 12

Part-timeMcLean, VA, USA$20 /hrIn-person

About the Job

Requirements

One year of help desk experience is required.
An active Department of Defense Secret clearance or higher is required.
The candidate must be able to work independently and responsibly without direct supervision.
The role requires oral and written communication, attention to detail, technical troubleshooting, research, and documentation skills.
The candidate must be able to provide technical support over the phone and have strong phone skills.
The candidate must be able to document work accurately and consistently and have good writing skills.
The candidate must have problem-solving skills and be able to visualize problems or situations and think abstractly.
The candidate must be able to handle changing traffic flow and multitask effectively.
Working knowledge of standard operating systems, applications, and networking is required.
U.S. citizenship is required.

Responsibilities

Answer incoming customer calls and emails to provide basic help desk support and troubleshoot user problems.
Provide professional customer service and resolve or escalate issues in a timely manner.
Perform user data corrections and respond to user questions.
Assist users with subscribing to and unsubscribing from the system.
Assist users with moving their accounts between locations, updating contact information, and setting up alerts on multiple devices.
Escalate more complicated user issues to the appropriate hierarchy for troubleshooting.
Learn the fundamental operations of commonly used software, hardware, and other equipment.
Accurately log service requests and document resolutions using call-tracking software.
Educate end users on appropriate system use and share technology best practices.

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 Friday from 11:00 PM - 6:00 AM Eastern Time with the opportunity to work additional hours when available.

Responsibilities

As a Help Desk Technician, you will do the following:

Answer incoming calls/emails from customers to provide basic help desk support and troubleshoot user problems.
Provide professional customer service and timely resolution or escalation of issues.
Perform user data corrections and respond to questions.
Assist users with subscribing and unsubscribing to the system.
Assist users with moving their accounts between locations, updating contact information and setting up alerts on multiple devices.
Send more complicated user issues to appropriate hierarchy for troubleshooting.
Learn fundamental operations of commonly used software, hardware and other equipment.
Accurately log all service requests and document resolutions using call tracking software.
Educate end users on appropriate system use and share technology best practices.
Exercise patience and professionalism during stressful situations.

Qualifications

Must have an active DOD Secret clearance or higher.
One-year of help desk experience required.
Must be able to work independently and responsibly without direct supervision.
Outstanding oral and written communication skills and attention to detail.
Technical troubleshooting skills in researching and documenting resolutions.
Friendly presence and helpful attitude; good interpersonal skills.
Ability to provide technical support over the phone; good phone skills.
Accurately and consistently document all work; good writing skills.
Good problem-solving skills; ability to visualize a problem or situation and think abstractly.
Ability to handle constantly changing flow of traffic; be able to multitask effectively.
Working knowledge of standard operating systems, applications, and networking.
Must be a US Citizen.

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

Compensation: 20 to 20 (USD)

About the Company

AMERICAN SYSTEMS

IT and engineering services for government

AMERICAN SYSTEMS delivers information technology and engineering services to U.S. government clients as an employee-owned government contractor. It focuses on IT and enterprise services, software development, and systems engineering, with offerings such as legacy systems migration, mobile app development, and user experience design. The company operates primarily for federal agencies, including the Intelligence Community, by winning government contracts to support national security initiatives and mission-critical programs. Its employee-owned structure aligns workforce interests with company success, differentiating it from typical contractor firms by giving employees a stake in outcomes and accountability in delivering technical and engineering solutions to national security and IT needs.

Company size: 1,001-5,000
Company stage: Not listed
Total funding: Not listed
Headquarters: Chantilly, VA
Founded: 1975

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