Help Desk Specialist (Onsite) in Reston, VA at Johnson Service Group

Date Posted: 1/13/2022

Job Snapshot

Job Description

JobID: 388502

Johnson Service Group is recruiting for an experienced, Help Desk Specialist, for a 12-month contract assignment with Bechtel National located onsite in Reston, VA 20190. This role offers a W2 hourly base rate with time and a half for overtime.

U.S. Citizenship is required.

Role Overview:

  • Provides first-level troubleshooting of hardware, software and operating system problems
  • Documents user's problems through the use of an online problem management system including opening, updating status, and closing problem tickets
  • Responds to telephone calls, email, and problem tickets for personnel requests for technical support
  • Tracks and monitors the problem to ensure a timely resolution where required
  • Resolves PC software configuration problems and remotely installs software products and/or approved patches
  • Troubleshoots computer problems, performs hardware and software diagnostics and coordinates needed repairs
  • Resolves computer system problems, including coordination between users, product line specialists and/or enterprise infrastructure support staff
  • Diagnoses, isolates, and analyzes problems utilizing historical database records
  • Monitors problem ticket queue to ensure all assigned tasks are completed within specified metric requirements
  • Escalates unresolved issues to the successive level of support.

Basic Qualifications:

  • Bachelor’s degree in Computer Information Systems, Management Information Systems, or other Information Technology discipline (preferred)
  • 3-5 years of relevant experience in troubleshooting applications or network related issues
  • Minimum of 1 year of experience with ticket tracking tools such as Heat, Remedy, and Service Now
  • Minimum of 1 year of experience providing customer service
  • Ability to participate in shift rotation including occasional evenings and regularly scheduled weekends
  • Hands-on experience with Microsoft Windows operating systems
  • Experience with techniques, methods of troubleshooting end-user problems including set-up and support of software and hardware
  • Excellent and demonstrated communication and customer support skills
  • Understanding of client-server and networking principles
  • Posess or have the ability to obtain MCDST or equivalent certification within 12 months
  • Knowledge of ITIL/ITSM concepts

In accordance with Bechtel's duty to provide and maintain a safe workplace for our employees and to safeguard the health of our families, customers, and visitors, we have adopted mandatory COVID-19 safety protocols for each work location, which includes a proof of vaccination requirement for all Bechtel facilities. Currently masks are still required in the offices. Candidates won’t have to wear them sitting at their work station, but once they stand up to move around they will need to wear their mask.


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