Help Desk Technician - DHS Clearance

Job Description

We are looking for a highly motivated Help Desk Technician with 4 years of experience and DHS Clearance to provide remote support for customers including the DoD and Federal Government.

Responsible for performing Tier 1 troubleshooting under the supervision of the Service Desk Manager. Duties include basic computer help desk support and troubleshooting user problems.

THIS IS A REMOTE / TELECOMMUTE POSITION THAT WILL SUPPORT FIRST SHIFT HOURS IN CALIFORNIA.

As a Help Desk Technician you will :

• Work remotely to provide user support in a timely manner.
• Work with a team of driven, supportive and highly skilled professionals.
• Provide critical support in protecting our country.
• Receive a robust benefits package that includes Employee Stock Ownership Plan!
• Enjoy flexibility managing your work hours and personal needs with a single accrual leave plan.

A week in the life of a Help Desk Technician :

• Perform Tier 1 troubleshooting for DoD and Federal Government customers under the supervision of the Service Desk Manager.
• Provide professional customer service and timely resolution or escalation of issues.
• Provide basic computer help desk support of user issues.
• Perform user data corrections and respond to questions from callers.
• Assist users with subscribing and unsubscribing to the system.
• Assist users with moving their accounts between bases / locations, updating contact information and setting up alerts on multiple devices.
• Send more complicated user issues to appropriate hierarchy for troubleshooting.
• Learn fundamental operations of commonly used software, hardware and other equipment.
• Accurately log all service requests and document resolutions using call tracking software.
• Educate end users on appropriate system use and share technology best practices.

Job Requirements

Possession of a DHS Clearance is a requirement for this role. Clearance sponsorship or reciprocity is not available for this role.

Applicants with clearances granted by other agencies will not be considered.

• High School Diploma and 4 years of solid technical experience required - Can substitute a bachelor’s degree in an IT field for one year of experience, or industry valued certifications may be considered in lieu of experience or degree
• Ability to work independently and responsibly without direct supervision.
• Technical troubleshooting skills in researching and documenting resolutions.
• Friendly presence and helpful attitude; good interpersonal skills.
• Exercise patience and professionalism during stressful situations.
• Ability to provide technical support over the phone; good phone skills.
• Accurately and consistently document all work; good writing skills.
• Good problem-solving skills; ability to visualize a problem or situation and think abstractly.
• Ability to handle constantly changing flow of traffic; be able to multitask effectively.
• Working knowledge of standard operating systems, applications, and networking.

Company Awards :

• Forbes National Best Midsize Companies
• Energage National Best Workplaces
• Washington Post Best Workplaces

Veteran Hiring Awards :

• U.S. Department of Labor Hire Vets Medallion
• BEST FOR VETS by Military Times
• TOP 10 MILITARY FRIENDLY COMPANY by MilitaryFriendly.com

AMERICAN SYSTEMS is committed to pay transparency for our applicants and employee-owners. The salary / hourly range for this position is $26 - $30 per hour.

Actual compensation will be determined based on several factors permitted by law. AMERICAN SYSTEMS provides for the welfare of its employees and their dependents through a comprehensive benefits program by offering healthcare benefits, paid leave, retirement plans (including ESOP and 401k), insurance programs, and education and training assistance.

EOE Minorities / Women / Disabled / Veterans / Gender Identity / Sexual Orientation