Help Desk Specialist - Intermediate

AITC is a fast-growing, proven Information Technology Company focused on Network and Systems Engineering and Integration, Professional Services, Medical Simulation, Test and Training Systems and End-To-End Product and Technology solutions. AITC provides expert support in Information Systems Design and Cyber Security, Strategic Planning, Program and Project Management, Security Risk Assessment, and Logistics for Federal Government and Public Sector markets.

AITC is an ISO 9001:2015 certified company. All employees are required to be aware of our Quality Policy and must adhere to AITC's established ISO policies, standards, and procedures.

AITC is seeking a Help Desk Specialist to provide phone and in-person support to users in the areas of email, directories, computer operating systems, desktop applications for all types of computer system, and applications developed or deployed.

* Serve as the first point of contact for troubleshooting hardware/software, on all types of computer systems and printer problems.

* Assist computer users with hardware and software questions and problems, fielding telephone calls and email messages from customers seeking guidance on technical problems.

* Assist customers through problem solving steps.

* Assess and troubleshoot computer support problems.

* Perform diagnostic testing on programs.

* Find problems and determine and implement solutions.

* Receive and respond to telephone calls and emails from users having problems using computer software and hardware.

* Ask questions to ascertain from computer users the nature of problems.

* Determine if problems are caused by hardware, such as modem, printer cables or telephone.

* Talk with co-workers to research problems and find solutions.

* Test software and hardware to evaluate ease of use.

* Assist in developing procedures for finding and resolving problems with computer products and services.

* Additional administrative duties as assigned.

* Requires 2-3 years of related experience.

* High School Diploma or GED

* ITIL Foundations within 6 months.

* SECRET Clearance

* Security + CE

* Must be a US citizen.

* Able to work Overtime as required.

* Must be available to travel as required

* Associate degree in a related field or Vocational School certification.

* Knowledgeable in Army Network Enterprise Center operations

* Experience with a DoD or Army IT environment

* Microsoft Certified Desktop Support Technician (MCDST).

* MCSA 2012 / 2016

* BMC Remedy IT Service Management 18.05 and 18.08

* Must be able to provide courteous, timely and professional treatment of all customers when a problem is reported through necessary troubleshooting, elevations, collaboration and resolution.

* One of the following:

o CND

o GICSP

* Predominantly indoors in a normal office environment.

* Must be able to sit, stand, walk, stoop, kneel and reach.

* Must be able to speak, write, read, and understand English.

* May require frequent computer use for several hours at a time.

* Frequently work at a fast pace with unscheduled interruptions.

* Must have visual acuity.

* Must be able to lift up to 10 pounds.

Salary and benefits will be commensurate with experience, expertise, education, and potential. We offer our employees competitive compensation and a comprehensive benefits package.