Helpdesk/Systems Technician

  • Falls Church, VA
  • Full-time

Company Description

Tax Analysts offers a casual work environment -- pet friendly and relaxed dress code -- where talented individuals come together to produce great work. Our staff enjoys free covered parking, free coffee and tea, and exercise room with showers, and a working environment that embraces team collaboration and innovation. Here you will have the opportunity to pursue a fulfilling career and still have time for what's important to you personally, such as family, travel, education, or giving back to the community.

We are committed to providing a workplace that offers family-friendly policies and a flexible atmosphere that caters to the needs of working professionals. We strive to offer a realistic work/life balance, competitive compensation, and a generous benefits package. Tax Analysts is a CAREing Company.

Job Description

Under general supervision, ensures proper computer operation to end-users by receiving, prioritizing, documenting, and actively resolving help requests. Provides problem resolution by the use of diagnostic and help request tracking tools, as well as providing in-person, hands-on help at the desktop level. 

Occasional on-call or weekend work may be required but typically not to exceed more than 2 days per month.

  • Fields incoming help requests from end-users via telephone, email and the ticketing system in a timely manner
  • Builds rapport and elicits problem details from help desk customers
  • Records user information and problem details and tracks help desk requests including successful and unsuccessful decisions made and actions taken through to final resolution
  • Prioritizes problem tickets and escalates for resolution when required
  • Applies diagnostic utilities and uses internet and other resources to research and aid in problem identification and resolution
  • Accesses and implements software updates, drivers, and patches to resolve system issues
  • Identifies and learns appropriate software and hardware used and supported by the organization
  • Performs hands-on deployments and fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications
  • Tests fixes to ensure problem has been adequately resolved
  • Documents problem resolutions in internal knowledge base
  • Performs post-resolution follow-ups to help requests
  • Performs preventative maintenance on end user equipment
  • Develops help sheets and frequently asked questions lists for end users. Develops and delivers resource training and materials for new and existing staff
  • Responsible for end-user asset management, warranty lifecycle management and reporting on all systems lifecycles
  • Assists in research and recommends hardware and software replacement/upgrades
  • Performs, logs, and reports on results of routine tasks on a scheduled basis, including changing backup tapes and reviewing system logs

Qualifications

  • College degree, or two years of work experience in similar position required
  • Experience operating and setting up PCs and connecting to local area networks and the Internet required
  • Experience with MS Office and email systems required
  • One or more of the following certifications preferred: A+, Net+, or Security+
  • Must be able to bend, stand, sit, crawl, climb and be able to work in tight spaces such as crawl spaces, ceilings, etc.
  • Must be able to lift and transport 25 to 50 pounds of heavy objects, such as computers and peripherals

Additional Information

EOE AA M/F/Vet/Disability
VEVRAA Federal Contractor

All your information will be kept confidential according to EEO guidelines.