Help Desk Agent

The Help Desk Agent role provides in person and virtual technical support to the Department of Veterans Affairs Veterans Health Administration (VHA) mobile device end users. This position is in a hands-on environment tasked with troubleshooting technical issues, aiding in resolving hardware and software issues, and offering complete end-user instructional assistance throughout the support and device enrollment process for clinical staff within the VHA. The Help Desk Agent will also participate in deploying and configuring new devices, testing apps and training users at VA locations as needed. The Help Desk Agent will apply proven customer service and analytical skills to make the appropriate recommendations for rapid issue resolution and effective support to the end users daily.

*This position requires approximately 30% travel & occasional rotational shifts.

**Selected candidate must be able to obtain a Public Trust Clearance required to access Federal Government systems.

Responsibilities:

• Utilize an electronic Help Desk ticketing system to manage incoming support request, document support activities and provide clear detailed accounts of actions taken through detailed resolution notes.

• Perform tasks to support all device hardware and software as required on multiple mobile platforms. iOS, Android, LTE Windows Tablets, etc.…

• Triage, troubleshoot, and resolve hardware and software issues for mobile computing, Wi-Fi and Cellular device data and cellular networking equipment.

• Provide end-user technical support, including direct user training and telephone troubleshooting when end users call the help desk.

Requirements:
Required Skills:

• Working experience in supporting end users with technical issues in an Information Technology setting.
  
• Must be able to learn new technologies quickly
  
• Experience processing tickets of all types
  
• Must be customer oriented with focus on customer satisfaction
  
• Excellent verbal, written, and presentation skills
  
• Strong interpersonal and communications skills at all levels
  
• Team oriented
  
• Proactive and self-driven

Desired Skills:

• Apple Mac and iOS system administration and server tools
  
• Working knowledge of web and iOS apps and Mobile Device Management (MDM) systems
  
• Filemaker Pro database knowledge
  
• AppleScript and or MySQL query writing
  
• Apple Personal Home Page
  
• HTML 5 – other coding languages are a plus for troubleshooting assistance
  
• Networking and PC system administration

Education/Experience:

Bachelor’s degree and 3 years of relevant experience preferred. Additional years of experience may be accepted in lieu of degree.

*As this is a position supporting the Department of Veteran Affairs, veteran status will be heavily weighted.

Benefits

:
Aetos Systems, Inc. is a successful Prime and Sub-Contractor recognized by its customers and community for its superior service and sound business practices. Aetos is strategically aligned for rapid growth and our success to date is a direct result of developing and implementing our focused plan, building a solid corporate infrastructure, incorporating integrity into every business process, while hiring, motivating and retaining a strong management and technical staff to support our customers’ needs.
We offer a comprehensive benefits package including health, dental, vision, life, short term & long term disability insurance, 401k retirement plan, & education assistance
Aetos Systems, Inc is an EOE/Vets/Disabilities