Help Desk Specialist

Overview

• Location: The position will be a mix of remote and onsite and located in McLean, VA

• Salary: dependent upon experience

• Available: immediately

• Review respond to and resolve IT support and service requests submitted via email, self-service, walk-in, instant message or phone at first contact with the end-user. The contractor shall troubleshoot and fully document service requests that cannot be resolved on the first call in the ServiceNow system. The call will then be escalated to a tenured IT Support Specialist or a Subject Matter Expert.
• Receives, document, assigns, refers and processes all customer requests for services and information using the ServiceNow system. Follows incidents from start to finish.
• Provide support for conferences, training and other events including, but not limited to: setting up and taking down audio, video and other equipment as needed.
• Distribute and set up assets including laptops, docking stations, monitors, mobile devices and other IT equipment.
• Prepare associated documentation when required. Conduct one-on-one end-user training on devices and software based on established procedures.

• A technology-related bachelor's degree or at least two (2) years of demonstrated experience providing end user support in a professional environment
• Skill in the use of computers, networks, Microsoft Office Suite, Microsoft Windows.
• Able to communicate clearly and effectively with customers in person, by email, or via phone.
• Able to acquire skills in specialized software applications that are used throughout FCA.
• Demonstrated experience working as a part of a team
• Must have the ability to transport laptop/work equipment to and from work and home in order to support remote work, if required.

• This job description is not designed to cover a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities are subject to change at any time. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments.

• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodation may be made to enable individuals with disabilities to perform these functions.
• While performing the duties of this position, the employee is regularly required to talk or hear. The employee frequently is required to use hands or fingers, handle or feel objects, tools, or controls. The employee is occasionally required to stand, walk, sit, and reach with hands and arms. Specific vision abilities required by this position include close vision, distance vision, and the ability to adjust focus. The noise level in the work environment is usually low to moderate.

• All duties and responsibilities are essential functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the employee will possess the skills, aptitudes, and abilities to perform each duty proficiently. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities. This document does not create an employment contract, implied or otherwise, other than an "at will" relationship.