Help Desk Technician (Day Shift)

OnPoint, a wholly-owned subsidiary of Sapient Government Services, is a vibrant, energetic, and growing ISO-certified technology and management consulting partner that provides critical thinking, strategic analysis, and thought leadership in a collaborative environment in an enduring effort to improve performance, lower costs, and achieve results for clients. We are guided by our principles: Clarity. Action. Results—for each client engagement we work to gain clarity, move into action, and achieve results. OnPoint specializes in delivering solutions in Information Assurance, Network Operations, Project Management and Systems Development.

• Help Desk personnel will support Incident Management, which includes the receipt, classification, investigation, tracking, possible resolution and communication of issues reported into the help desk.
• The Help Desk personnel will identify, track and resolve known issues by consulting a knowledge base of known issues and common solutions. Examples include, but not be limited to, handling of simple service request and rebooting servers.
• The ideal candidates will have experiencing explaining complex solutions to intricate problems and will thrive on helping people reach their goals.
• We’re looking for team-oriented, highly motivated professionals with backgrounds in IT. We offer a competitive salary, bonuses, benefits and generous PTO.
• Support is provided on a 24/7 365 basis. Shift work is available, times are flexible.
• This position provides an opportunity to be on the front line of service delivery within the U.S. Department of Commerce. This position will directly support the nationwide, broadband network that equips first responders to save lives and protect U.S. communities.

Responsibilities – Help Desk Technician

• Provides troubleshooting and technical support and troubleshooting to network, desktop, and/or systems hardware and software.
• Screens, refers and diagnoses internal inquiries and work requests as they relate to maintenance of personal computers and related systems.
• Provides end-user software troubleshooting and support.
• Applies advanced diagnostic techniques to identify problems, investigate causes, and recommend solutions.
• Provides phone and help-desk support for users.
• Logs and maintains user requests and incidents using a tracking tool.
• Maintains current knowledge of relevant technologies as assigned
• Participates in special projects as required.
• Support System Administration and other support activities as required
• Support management of queues and incident and service delivery reporting
• Support distribution of service outage notification generation and distribution to stakeholders

• Respond to emails from employees and customers seeking help with software- or computer-related issues
• Walk customers through the steps to achieve a goal in our software on the phone
• Maintain a high level of courteous customer service at all times

Qualifications – Help Desk Technician

• Min. 2+ years’ experience as a help desk technician or other IT customer support role of large user base
• Knowledge of Windows, 2010 networking fundamentals including routing, TCP/IP, DNS and DHCP
• Familiarity with emerging end user technologies (i.e. iPhones, iPads, Android based phones)
• Knowledge of ticket tracking systems, for example Remedy, Service Now
• Must have a “can-do”, friendly and cooperative attitude
• Ability to research, diagnose and resolve technical issues
• Meticulous analytical and organizational skills with proven ability to multi-task
• Strong interpersonal and verbal communication skills, must be able to communicate clearly, courteously and professionally

Other:

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, skills, or working conditions.

OnPoint Consulting is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or protected veteran status.

Candidates for positions with OnPoint Consulting must be authorized to work in the United States without benefit of visa sponsorship.

Candidates for this position will undergo a government background investigation and must meet the requirements for access to sensitive government information.

This position is open until filled.