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Help Desk Technician
Job Code:2022:0101-023
Location:Lynchburg, VA
FT/PT Status:Full Time
Business Sector:Information Technology Solutions

Job Description

TRAX International (TRAX) anticipates the future award of the U.S. Army Aberdeen Test Support Services (ATSS) contract at the Aberdeen Test Center (ATC) in Aberdeen, MD and Army Redstone Test and Engineering Services (RTES) contract at the Redstone Test Center in Huntsville, AL.

TRAX has been a leader in the DoD test and evaluation industry since 1979, and brings strong leadership in providing test services to the Army Test and Evaluation Command and tri-Service Program Managers that is augmented and supplemented by a best-in-class subcontracting team to provide the innovation, depth, breadth and reach-back to address existing and emergent requirements.

Due to the critical nature of the ranges government and contractor workforce to continue uninterrupted mission support, TRAX is gathering resumes to accelerate our potential transition activities. If you are currently working in Help Desk or similar position please complete and submit your application and resume for future consideration.

The IT Help Desk Technician is responsible for supporting and troubleshooting IT issues for customers during their designated help desk shift. TRAX currently maintains two help desk shifts to support users during business hours in Eastern and Pacific time zones from Monday to Friday, this opportunity is for the second shift:

      * First Shift: 8:00 AM – 5:00 PM EST
      * Second Shift: 11:00 AM – 8:00 PM EST

The performance of our IT Help Desk Technicians is measured via our Help Desk Metrics, the following performance measurement standards must be maintained:

      * Thirty-minute or less response time for all tickets or calls during business hours
      * Four-hour resolution time for all tickets during business hours

      * High-quality customer survey responses of 4-5 stars on feedback regarding support tickets

In addition to user issue resolution during a given work shift, this position is responsible for updating documentation in our confluence site.

      * Documenting technical questions and answers in Atlassian Questions
      * Updating Confluence documentation
      * Researching, quoting and creating purchase requests for hardware, software and service

      * Maintaining IT inventory records


Duties and Responsibilities

* Answering inbound customer calls
* Mastering the quick fixes to most user related problems
        * Resetting passwords
        * Browser issues like clearing cookies and cache, using the right browser etc.
        * Software installations
        * Account setups and deactivations
        * User permissions
        * End user hardware troubleshooting
        * Basic network troubleshooting
        * Mobile device setup
        * User questions and simple training as required on applications
* Resolving help desk tickets
* Initiating IT purchase requests
* Inventory control and organization of corporate IT assets
* Setup and installation of IT equipment

Required Skills and Qualifications

* Minimum of 1-2 years industry experience, and/or college education
* Punctuality for your given work shift

* Commitment to following TRAX information technology security program

* Experience with troubleshooting and installing Windows operating systems

* Experience with troubleshooting and installing Macintosh operating systems

* Experience with Microsoft Office 365

* Experience using and troubleshooting web browsers

* Experience with troubleshooting mobile operating systems

* Excellent phone communication skills

* Excellent written communication skills

* Excellent customer service skills

* Ability to be on a rotating on-call schedule

* Ability to travel to remote sites

* Ability to stay engaged and focused

    Physical Demands and Working Conditions

    * The work of this position will be performed WFH remotely and in an environmentally controlled office environment
    * Must be capable of sitting and entering data on a computer keyboard for extended periods of time

    * Must be able to view computer monitor for extended periods of time

    * Must be able to lift 25 pounds unassisted

    * Reasonable accommodation can be made to enable people with disabilities to perform the duties and responsibilities

      Terms of Employment and Eligibility Requirements

      * Must be a U.S. Citizen

      * Must possess a valid driver's license, without special restrictions.

      * Must possess a high school diploma or equivalent.

      At TRAX, the health and safety of our employees, our customers, is our top priority. We have implemented safety measures to prevent the spread of COVID-19 in facilities to which we operate. Vaccination requirements may vary by customer mandate, governmental facility, and/or national, state, or local laws. All employees are requested to provide vaccination status and proof, as applicable.

      The lists above are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel in this position. TRAX International reserves the right to make changes to the job description whenever necessary.

      Other Job Information (if applicable)

      TRAX is committed to an inclusive and diverse workplace that values and supports contributions of all individuals. TRAX is an equal opportunity employer of minorities, females, protected veterans, and individuals with disabilities.  All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, age, familial status, pregnancy, ancestry, national origin, handicap, gender identity or expression, protected genetic information, disability status, protected veteran status, or any other characteristic protected by law.