Help Desk Technician (Part-Time)

Overview

AMERICAN SYSTEMS is an employee-owned federal government contractor supporting national priority programs through our strategic solutions in the areas of Information Technology, Test & Evaluation, Program Mission Support, Engineering & Analysis, and Training. The shift for this position Saturday - Sunday from 12:00 PM - 6:00 PM EST with a total of 12 hours per week.

Responsibilities

• Answer incoming calls/emails from customers to provide basic help desk support and troubleshoot user problems.

• Provide professional customer service and timely resolution or escalation of issues.

• Perform user data corrections and respond to questions.

• Assist users with moving their accounts between 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.

• Exercise patience and professionalism during stressful situations.

Qualifications

• Must have an active DOD Secret clearance or higher.

• 1+ years of help desk experience preferred.

• Must be able to work independently and responsibly without direct supervision.

• Outstanding oral and written communication skills and attention to detail.

• Technical troubleshooting skills in researching and documenting resolutions.

• Friendly presence and helpful attitude; good interpersonal skills.

• 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.

Pay Transparency Statement AMERICAN SYSTEMS is committed to pay transparency for our applicants and employee-owners. The salary range for this position is USD $20.00/Hr. - USD $20/Hr. 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, insurance programs, and education and training assistance. EEO Statement EEO Race/Sex/Disability Status/Veteran Status