Help Desk Support
Overview: Growth requires a strong foundation, and at Buchanan & Edwards,our people are our strength.They are the foundation for building the next generation of innovative IT solutions, revolutionizing the industry, and solving the nations most critical challenges.Let Buchanan & Edwards help you unleash your potential and reach your goals.As the Help Desk Support, you will provide support to end users on a variety of Department of State (DoS) contracts, as well as Corporate Services for Buchanan & Edwards. This position will provide Tier 1 and Tier 2 Service Desk Operations and Maintenance (O) support. You will respond to telephone calls, email and personnel requests for technical support then document, track and monitor issues to ensure timely resolution. Requests are transmitted via Dynamics. In this role you will respond to all requests no later than 24 bussiness hours from the date of the original request. You will monitor resolution process and ensures tickets are closed out within a 72-hour period and/or initiate escalation procedures, with full analysis, as necessary. You will also be responsible for producing weekly incident summary reports that provide management input for key problem areas and potential user training requirements. The ability to communicate effectively with business users, keep customers informed regarding resolution statue and to ensure customer satisfaction is critical. You must have excellent customer service skills.A challenging and dynamic work environment isnt all that BE has to offer. When you join BE, you become an integral part of our team. Not just an employee number, but a valued opinion with a voice that carries, and drives change and innovation. Youll have access to some of the most well-respected IT industry leaders in virtually every field and learn new tools and techniques while expanding your knowledge and skillset. Were dedicated to helping you develop your career, and our culture applauds outside-the-box thinking and initiative. Our employee-focused leadership team knows that your success is our success and empowers employees with the necessary tools to excel. Join us as we continue to move the future forward, together. Clearance: Secret Responsibilities: Identify, research and resolve technical problemsDocument, track and monitor tickets via a ticketing system to ensure timely resolutionMaintain and troubleshoot computer systems and other IT assetsCreate and maintain documentation regarding common issues and standard operating procedures (SOP)Identify and recommend process improvementsAdminister SharePoint Online following documented proceduresTrack and maintain companys hardware Direct unresolved issues to the next level of support personnelPass on any feedback or suggestions by customers to the appropriate internal teamResponds to telephone calls, email and personnel requests for technical support from local and remote customers Qualifications: 6 months Information Technology experience or demonstration of equivalent knowledgeStrong written and oral communication skillsExcellent customer service skillsEfficient organizational skills and the ability to multi-taskThe Buchanan & Edwards Internship Program hires qualified experienced professionals for a full-time paid internship, where you will learn new skills, explore our enterprise, network with experts, connect with thought leaders, and finish with a resume that will result in future opportunities. As an intern atBE youll also gain something even more valuable: an understanding for the value of teamwork and collaboration and pride in your contributions to high-visibility projects.Buchanan & Edwards, Inc. is dedicated to fostering, cultivating and preserving a culture of diversity and inclusion. We are committed to crafting a workplace that endorses creativity and innovation, and promotes engagement through open communication, acceptance of new people and ideas, and a supportive team dynamic.Buchanan & Edwards, Inc. is an equal Opportunity Employer Minorities / Women / Veterans / Individuals with Disabilities / Gender Identity / Sexual Orientation. Buchanan & Edwards is an E-Verify employer.