Helpdesk Support Specialist I

Are you passionate about providing exceptional customer service and technical support? Are you a problem solver who thrives on assisting end-users with their IT needs? Aperio Global is seeking a dedicated and enthusiastic individual to join our team as a Helpdesk Support I under one of our prominent commercial programs in Dulles, Virginia.

Responsibilities:

• Receives trouble calls (via e-mail, voice mail, and walk-up) for software, hardware, application, and/or telephony problems. Enters call information into the ticket tracking system, documents information about the problem, and triages/endeavors to perform first contact resolution.
• Responds to IT related service requests (user problems, incidents, issues, requests and queries). Creates problem ticket by entering user and problem information into the Division’s ticket tracking system (ServiceNow).
• Performs Tier 1 remote troubleshooting/diagnostics on commonly used software, hardware, applications.
• May query using the Division’s frequently asked questions (FAQs) and other Division tools to assist in identifying user’s problem/potential problem and solution.
• May use remote access software to remotely work on the user’s equipment. Documents completion or progress in ServiceNow.
• Supports Deskside Operations Team with ticket response and resolution. Must understand basic hardware troubleshooting and incident-resolution for hardware and software PC-related incidents.
• Operates within established Divisional IT Infrastructure Library (ITIL) service support and service delivery framework and Total Contact Ownership principles and practices. Works to deliver excellent technical/non-technical support with outstanding customer service, satisfaction, and timeliness by practicing Total Contact Ownership for all IT related issues to ensure a high degree of customer satisfaction.
• Maintains currency in technical and service skills. Works to increase technical knowledge and proficiency. Pursues additional, work-related certifications.

Requirements

• A high school diploma, a Certificate of General Educational Development (GED), or an equivalent combination of education, experience, and training.
• 2-3 years of progressively responsible IT Service Desk, Help Desk or Deskside experience including working with ticketing systems (i.e., ServiceNow)
• A+ Certification (ITIL v3 Foundations Certification is a plus).

Benefits

At Aperio Global, we understand the value of investing in our most important asset—our employees. That's why we have crafted a comprehensive benefits package designed to help you make the best decision for yourself, your family and your lifestyle. For additional details, contact our talent acquisition team.

Aperio Global fosters a diverse work environment and provides equal employment opportunities (EEO) to all employees and applicants for employment. We prohibit discrimination and harassment of any type and offer employment opportunities without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other distinction protected by federal, state or local laws.