Help Desk Specialist - Tier 1

Highlight Technologies • Full-time • Washington, District of Columbia, United States • $51.74k - $80.64k / year • 2m ago

Overview:

Highlight Technologies is seeking Help Desk (Tier 1) technicians to support a 24x7x365 service center.

Monday-Friday

3pm-11:30pm EST

Responsibilities:

Maintains active communication with customers, on-site technicians, carrier service providers, and work directly with Tier 2 Technicians to support and troubleshoot routers, VOIP,
telephony
Monitoring automated probes, trouble tickets, email, and phones for any indication of trouble on customer VOIP/Telephony then taking steps to correct that trouble.
Coordinate with on-site technicians, carrier service providers, and other department personnel within SBA to investigate and troubleshoot, and then guarantee everyone involved is fully updated on status.
Troubleshoots hardware and software problems, assists users with desktop applications and provides user training
Utilizes support applications to track user requests from trouble ticket generation to resolution
Escalates problems to other network or system support personnel when a problem is not easily identified and corrected in a timely manner
Provides first-level telephone, email, and web support for computer systems, which may include software, hardware, and telecommunication systems
Follow up with customers to ensure issue has been resolved

Qualifications:

1-2 years of experience on a help desk, preferably a 24x7x365
Ability to obtain/maintain Public Trust
High school diploma

About Highlight:

For over ten years, Highlight has provided Development and Modernization, Secure IT, and Mission Solution services to our federal government customers. Our team knows the technology; we understand how our customers and their stakeholders work; and we know how to implement industry best practices to deliver high-quality, end-to-end solutions that minimize risk and maximize results.

Since our inception, Highlight has had an employee-first mindset. Our mission is to provide employees with rewarding and impactful career opportunities. In 2021, Highlight’s founder Rebecca Andino implemented an Employee Stock Ownership Plan to embody and expand our culture of transparency, teamwork and rewarding the work of our employees. By becoming an ESOP, our employee-owners share in the success of the company through their ownership stake. To learn more about ESOPS, check out: www.esopinfo.org.

We’re an Equal Opportunity Employer (EOE) that empowers our people to fearlessly drive change - regardless of their race, color, religion, sex, gender identity, sexual orientation, national origin, disability, veteran status, or other characteristics. Our team is dedicated to foster diversity within our teams to promote creativity, innovation, and teamwork to deliver the best solutions for our customers.

To receive compensation and benefits information for this role, contact us or email us at Recruiting@HighlightTech.com Please include the Req ID (this is at the top of the posting under the position title) in the subject line of the email.

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