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Helpdesk-Top Secret needed

Washington DC, Washington DC, United States

Job ID: 6980

Date published: 7-Sep-2018

Pontoon Solutions 

Help Desk Technician that is passionate about providing top tier customer support to end users in a fast paced and dynamic environment. If you want to join a company that values customer service in IT systems and are open to commuting to Washington, DC we want you to work for Pontoon. Our S/ES IRM team is responsible for providing technical help desk support to the Department of State. Come be a game changer and join our team!

You're a great fit if:

You use Microsoft Technologies to resolve technical issues for end users including, but not limited to:

Software issues

Hardware issues

Password resets

You’re passionate about problem solving, providing the best resolutions in the shortest period of time possible, and providing superior customer support

You'll love our position if: (This is the stuff you MUST have to be a fit)

You have 3+ years of experience in IT Help Desk

You understand PC hardware and connectivity components, a strong knowledge of Windows 7 and Windows 10, and experience supporting monitoring tools

You have knowledge of LAN/WAN networking including routers, switches and firewalls

You understand Microsoft Exchange and how to isolate problems with the network, email server and email client

You have 3+ years of experience utilizing Microsoft applications including Visio, Excel, Access, PowerPoint, Word and Outlook

You're flexible to provide occasional weekend and after-hours support

You have a High School Diploma and an active Top Secret clearance

We'll REALLY love you if: (This is the bonus stuff that makes you stand out)

You have experience with VDI support

You have a Bachelor’s Degree in a related field such as Computer Science, Information Technology, or Computer Engineering.

You have experience using ServiceNow

What your day will look like:

You’ll provide logs of all Customer contacts by entering calls into the help desk automated tool

You’ll serve as a liaison with customers and our clients in order to resolve issues, track problems and provide solutions

You’ll provide technical assistance via phone, email and additionally in person, as required

You’ll provide ad hoc equipment and software tutorials

The Admin Stuff: Applicants selected may be subject to a government security investigation and must meet eligibility requirements for potential access to classified information. Accordingly, US Citizenship is required

This position requires occasional after-hours support and weekend support during what are considered to be normal business hours (8AM- 5PM) as needed.


We are an Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.