Tier 1 Help Desk Technician

Who We Are.

At CMiT, we do more than provide real-world solutions. We deliver transformative results. Through cutting-edge technology and process innovations, we are changing how federal and commercial clients worldwide deliver their mission. A service-disabled veteran-owned small business, we take pride in serving our nation through exemplary support for our clients and employees alike.

TIER 1 SERVICE DESK TECHNICIAN

This Tier 1 service desk position is responsible for answering calls, logging the calls in the ticketing system, and providing the customers with rapid and accurate answers/information. This will require the individual to possess an IT background, so he or she can assist customers in troubleshooting and resolving problems. Support provided is governed by Service Level Agreements in place with the customer.

The ability to interface well with customers at various levels of seniority in a variety of different fields is essential to success in this position, as are excellent written and verbal communication skills. The ability to adapt well to diverse environments and work collaboratively in a dynamic team setting.

Responsibilities

• Answer user calls, emails, and trouble tickets to provide general user support related to their IT equipment or other needs.
• Creates, updates and closes out help desk tickets
• Works with other Tier 1 and Tier II Support staff to ensure proper hand-off of tickets for prompt resolution and if needed escalation
• Maintains required documentation of Tier 1 processes and SOPs

Education/Certification Required

• Minimum DoD 8570/8140 IAT Level 1 (i.e. A+ CE, CCNA-Security, CND, Network+ CE, and SSCP) or higher certification required.

Qualifications Required

• Familiarity with Windows Operating system and Microsoft Office Suite
• Familiarity with creating/updating Remedy tickets is preferred
• Familiarity with troubleshooting printers and multi-function devices
• Familiarity with the setup of Video Teleconferencing systems
• Familiarity with the configuration and operational support of Apple iOS and other approved wireless broadband device types
• Familiarity with Account Permissions/Provisioning
• Experience in computer hardware support, troubleshooting, and imaging for classified and unclassified systems
• Adaptability in learning and supporting new software
• Must possess refined critical thinking skills, should be a self-starter, should be diplomatic, multi-task capable, adaptive to a dynamic environment, and should be dependable and reliable.
• Prior experience in a government consulting services environment is preferred.

Clearance Required

• Secret clearance is required.

Who Makes It Happen.

At CMiT, we firmly believe that our innovative solutions are only as powerful as the teams harnessing them. Our people are more than just contributors - they are at the heart of everything we do and every success that we earn. Our employees are offered ample options to design a personalized benefits package that best meets their needs. Options include:

• Medical / Rx
• HSA / FSA
• Dental & Vision
• Life / AD&D
• Long & Short Disability
• Disability Insurance
• Accident Insurance
• Critical Illness
• Hospital Insurance
• Pet Benefits
• Education/Training Program
• 401k Retirement
• Generous Paid Time Off
• Flexible Parental Leave
• Volunteer Time Off
• Flexible Work Locations
• Alternative Work Schedules

CMiT provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, or any other characteristic protected by federal, state, or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.