Help Desk Support Technician - Military veterans preferred

Job Details

Description

POSITION SUMMARY

MELE Associates, Inc. Is looking for a knowledgeable, motivated Help Desk Technician to provide technical support and troubleshooting services to our on-site and remote colleagues. You will serve as the first point of contact for customers seeking assistance over the phone, email or instant messaging (IM). You must possess excellent communication and customer service skills to walk the customer through the problem-solving process that will be easily understood. This is a full-time position at our headquarters location in Rockville, MD.

ESSENTIAL FUNCTIONS

• Troubleshoot and resolve Tier I and II incidents to include: system inquiries, requests and incidents, software installation and printer and hardware support (i.e.: desktop, laptop, peripherals).
• Perform in-person, virtual and phone support services and respond to email requests in a timely manner
• Proactively monitor help desk queue for new requests, performing trouble ticket actions to include creating and assigning Remedy tickets, updating tickets with detailed notes, communicating status to the customer and resolution within established service level agreements.
• Monitor tickets are actively progressing and updated while ensuring no tickets go unassigned and escalating tickets as needed.
• Provide VIP support and communications regarding the status of incident troubleshooting and resolution. Notify the team lead of all VIP requests requiring additional resources which may result in a delay of the desired resolution.
• Complete all trouble tickets to include information regarding the end user, problem, solution, initiation and completion timeline and end-user satisfaction.
• All trouble ticket resolutions should provide sufficient detail allowing other support technician(s), not familiar with the problem, sufficient information to resolve the same or similar problem without extensively researching the issue again.
• Actively participate in all meetings such as weekly department meetings.
• Documents, maintains and stores specific information including as-built diagrams and SOPs/Job Aides.
• Supports focus and specialized project teams promoting rapid improvement turnaround.
• Participate in special projects as required.
• Maintains a high level of customer service focus exhibiting expertise, courtesy, timeliness, and professionalism while interfacing with users and senior staff members in person, on the phone and/or by email.
• Be part of the team process that supports and operates after hours as needed.
• Ability to demonstrate excellent communication skills, both verbal and written, to support incoming customer support calls and emails.
• Analytically inclined with attention to detail, accuracy and consistent follow-through to ensure problems are resolved with the ability to respond to last-minute requests.
• Ability to identify and articulate key information in an efficient and timely manner.
• Ability to exercise discretion and independent judgment when handling situational occurrences.
• Analyzes and recommends alternative solutions to meet customer needs.
• Builds credibility and trust with customers and team members and identifies areas of opportunity to improve customer satisfaction.

MINIMUM QUALIFICATIONS

• High School Diploma or GED
• 1 + years of relevant work experience supporting help desk operations or customer service.
• Must have excellent multi-tasking and time management skills.
• Maintain current knowledge of relevant technologies as assigned.
• Experience supporting intermediate-level Microsoft Office core applications, desktop and cloud-based (Office 365), Microsoft Internet Explorer, Google Chrome, Microsoft SharePoint and Adobe Acrobat.
• Experience with software systems including Windows 10 and 11 Pro, help desk troubleshooting procedures, MFA (Multi-Factor Authentication), Virtual Desktop environment, Anti-virus software and VoIP (Voice Over Internet Protocol) Phone systems.
• Experience with various hardware including desktop and laptop computers, monitors, printers, copiers and scanners. You may need to lift and carry equipment up to 50 lbs.
• Functional awareness of cellular, smartphone and tablet technologies.

PREFERRED QUALIFICATIONS

• Experience working with remote access to users’ computers, networked printers, active directories and using ticketing systems.

LOCATION: This is a hybrid position in Rockville, MD

SALARY: Salaries are determined based on several factors including external market data, internal equity, and the candidate’s related knowledge, skills, and abilities for the position. The salary range for this position is 35-45k.

BENEFITS

• Employer Paid, High Quality Employee Medical, Dental & Vision Care
• Low-Cost Family Health Care offered
• 11 Federal Holidays and 3 weeks’ vacation
• 401k with Generous Employer Match
• Cross-training opportunities

About MELE Associates, Inc.

With over 300 employees and offices in Rockville, MD, Washington, DC, and Albuquerque, NM, MELE is a veteran and minority-owned government contractor empowering its customers with innovative solutions for more than three decades. MELE has team members located across the U.S. and has served more than a hundred countries across hundreds of project locations. The company offers technical, engineering, and programmatic support expertise to a host of U.S. federal and international agencies, including, but not limited to, the Department of Energy, the Department of Defense, the Department of Homeland Security, the Department of Justice, INTERPOL, and the International Atomic Energy Agency. MELE’s services include National Security and Intelligence, CBRNE Defense and Security, Facility Management and Engineering, Law Enforcement and Emergency Response Training, Technical, Analytica, and Program Management Support, and IT/Cybersecurity.

MELE Associates, Inc. is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law. MELE Associates, Inc. is an E-Verify employer.

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Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.