Job Information
DEFTEC Service Desk and Helpdesk Technician in Norfolk, Virginia
Norfolk, VA, USA | Full Time
Service Desk and Helpdesk Technician
DEFTEC delivers mission critical solutions through skillfully delivered services and innovative products. We are inspired by the critical missions of our clients, and we are driven to provide the most effective solutions to execute their missions, operational challenges, and requirements. Our dedicated, experienced, and talented employees work closely with our clients to ensure the delivery of exceptional services and products.
POSITION OVERVIEW
DEFTEC Corporation is seeking a Service Desk and Helpdesk Technician (L1 Support) - supporting the journey to support NATO's modernization of IT services, leveraging the public cloud (Microsoft 365 and Intune), delivering managed, protected, security-centric and reliable End User Services.
JOB RESPONSIBILITIES:
Provide first-level support for end-user devices, including desktops, laptops, tablets, and smartphones running Windows OS and Apple iPhones/iPads managed through Intune.
Troubleshoot and resolve hardware and software issues, ensuring minimal disruption to users.
Offer support for Microsoft 365 services, including Outlook, Teams, SharePoint Online, and OneDrive for Business.
Assist users with M365 collaboration tools, ensuring efficient use and problem resolution.
Use remote help tools to provide support and troubleshooting for remote users.
Guide users through problem-solving processes remotely, ensuring clear communication and resolution.
Assist users with password resets and account unlocks in accordance with security protocols.
Manage intermediate user account tasks in Azure AD, including updating user information and permissions.
Log and track support incidents using the helpdesk ticketing system.
Ensure all tickets are updated with accurate and detailed information and resolved within the agreed service levels.
Escalate complex issues to Level 2 support or appropriate teams when necessary.
Follow up on escalated issues to ensure timely resolution and user satisfaction.
Contribute to the creation and maintenance of a knowledge base, documenting common issues and solutions.
Share knowledge and best practices with team members to improve overall service quality.
Provide users with guidance and training on best practices for using end-user devices and M365 services.
Promote self-service tools and resources to empower users and reduce support requests.
Monitor support metrics and KPIs to ensure high-quality service delivery.
Participate in regular reviews to identify areas for improvement and implement corrective actions.
Develop and implement automation scripts using PowerShell to streamline routine support tasks such as software installations, updates, and system checks.
Utilize Power Automate to create workflows that automate repetitive tasks and improve service efficiency.
Identify opportunities to enhance efficiency through automation and proactively implement solutions.
Communicate effectively with users to understand their issues and provide clear instructions.
Collaborate with IT teams to resolve issues and improve service delivery.
QUALIFICATIONS:
Required Qualifications:
The duties of the consultants require a valid NATO SECRET security clearance.
With this role being of technical nature providing administrative support, a security clearance at the NATO Secret level is required prior to the start of the engagement.
Intermediate understanding of end-user devices (desktops, laptops, tablets, smartphones) running Windows OS and Apple iPhones/iPads managed through Intune.
Familiarity with Microsoft 365 services and tools, including Outlook, Teams, SharePoint Online, and OneDrive for Business.
Strong troubleshooting skills to diagnose and resolve hardware, software, and network issues.
Ability to guide users through problem-solving steps effectively.
Experience with PowerShell scripting to automate routine support tasks.
Proficiency in using Power Automate to create workflows and automate repetitive processes.
Ability to identify and implement automation opportunities to enhance efficiency.
Excellent verbal and written communication skills.
Full proficiency in English.
Ability to communicate technical information to non-technical users in a clear and concise manner.
Strong customer service focus with a commitment to user satisfaction.
Patience and empathy when dealing with user issues and concerns.
Ability to manage multiple support tickets and prioritize tasks effectively.
Attention to detail in documenting support activities and maintaining accurate records.
Ability to work effectively as part of a team and share knowledge and resources.
Willingness to collaborate with colleagues to solve complex issues.
The candidate has strong customer relationship skills, including negotiating complex and sensitive situations under pressure.
Full proficiency in the English language. French language proficiency is of advantage.
The candidate must have the nationality of one of the NATO nations.
Preferred Qualifications:
Experience supporting the Department of Defense
Experience supporting the Naval Post Graduate School
DEFTEC offers a comprehensive whole life benefits package that includes medical, dental, vision, holiday, paid time off, life insurance, short/long term disability, and educational reimbursement. DEFTEC also matches 401k contributions dollar for dollar up to 3% of employee's income and an additional $0.50 for every dollar between 4-5% of employee's income. The DEFTEC team is comprised of professionals who make a difference every day in crucial missions related to national security. Our leadership knows that this happens by employing a diverse team who is well taken care of. Our employees are our top priority making DEFTEC an ideal place to work.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Please contact HR@deftec.com if you require reasonable accommodations.
DEFTEC is a Drug Free Workplace where post offer applicants and employees are subject to testing for marijuana, cocaine, opioids, amphetamines, PCP and alcohol when criteria is met as outlined in our policies.
AAP/EEO Statement
DEFTEC Corp is an Equal Opportunity and Affirmative Action Employer and prohibits discrimination and harassment of any type on the basis of actual or perceived race, color, national origin, ancestry, sex (including pregnancy, childbirth, breastfeeding and medical conditions related to pregnancy, childbirth or breastfeeding), gender, gender identity, and gender expression, religious creed, disability (mental and physical) including HIV and AIDS, medical condition (cancer and genetic characteristics ), genetic information, age, marital status, civil union status, sexual orientation, military and veteran status, denial of family and medical care leave, arrest record and/or any other characteristic(s) protected by federal, state or local law.
This policy applies to all terms of employment including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, training, compensation, benefits, employee activities and general treatment during employment.
Other Duties
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.