Description

Manage incoming technical support calls and route tickets within a NOC environment.

This role is on-site.

Responsibilities

• Answer help desk calls and enter and route support tickets.
• Troubleshoot Windows operating system errors and connectivity issues.
• Communicate instructional information clearly to users over the phone.
• De-escalate frustrated users and provide direct customer service.
• Manage multiple tasks and prioritize issues based on urgency.

Required Skills

• 2+ years of experience in IT helpdesk support.
• Proficiency with Microsoft Office Suite (Excel, Word, Access).
• Working knowledge of Windows operating systems.
• Basic networking skills and troubleshooting capabilities.
• Experience with iPhones, mobile computers, and programming radios.
• Ability to meet all requirements for Virginia Criminal Information Network (VCIN) access.
• US citizen or lawful resident for the past 10 consecutive years.
• Ability to pass a fingerprint-based background check.

Preferred Skills

• Experience with shift work and assisting other shifts as needed.

Key Skills

Education

Any Graduate