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 is every Tuesday and Friday from 11:00 PM - 6:00 AM Eastern Time with the opportunity to work additional hours when available. 

 

As a Help Desk Technician, you will do the following:

• 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 subscribing and unsubscribing to the system.
• 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.

• Must have an active DOD Secret clearance or higher.
• One-year of help desk experience required.
• 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.
• Must be a US Citizen.

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 Race/Sex/Disability Status/Veteran Status