Help Desk Staff

August 26

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PingWind Inc. (SDVOSB)

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Cybersecurity • Government • SaaS

PingWind Inc. is an SBA certified Service Disabled Veteran Owned Small Business (SDVOSB) that specializes in providing mission-critical services for Federal Government partners. The company's core capabilities include cybersecurity and information assurance, IT infrastructure optimization and management of cloud-based platforms, and supply chain and management consulting. By utilizing leading-edge technology and best practices, PingWind helps clients secure information, modernize systems, and optimize performance to achieve maximum efficiency. Based in Annandale, VA, PingWind supports more than 250 employees across 37 states.

51 - 200 employees

🔒 Cybersecurity

🏛️ Government

☁️ SaaS

📋 Description

• Support triage meetings with stakeholders to coordinate and collect additional information relevant to end-user issues • Receive telephone calls and emails from users having problems using computer software and hardware • Act as first point of contact for customer concerns and issues • Handle customer complaints, provide appropriate solutions and alternatives, and perform follow-ups to ensure resolution • Keep records of customer interactions, process customer accounts, and file documents accordingly • Analyze problems and provide technical assistance, support, and advice to end users • Determine whether problems are caused by hardware, software, or systems • Perform incident management activities: categorize and enter tickets into tracking systems • Troubleshoot issues, train customers, maintain documentation, and ensure customer satisfaction

🎯 Requirements

• Required to have and maintain a Non-Sensitive / High Risk (Public Trust) security clearance (Tier 4/6c) • HS Diploma/GED • Five (5)+ years of experience in supporting Information Technology (60 months) • Analyze problems and provide technical assistance, support, and advice for hardware, software, and systems • Study and resolve computer software and hardware problems • Determine whether issues are caused by hardware, software, or system • Incident management and ticket categorization/entry • Experience helping customers with product-related inquiries and technical problems • Troubleshoot customer issues and provide appropriate solutions and follow-ups • Provide technical support, train customers, maintain documentation • Strong technical understanding of IT systems and services • Excellent written and verbal communication, organizational, problem-solving, analytical, and teamwork skills • Ability to perform complex technical tasks • Open to learning new technologies • Desired: Bachelor’s Degree

🏖️ Benefits

• Paid Federal Holidays • Robust Health & Dental Insurance Options • 401k with matching • Paid vacation and sick leave • Continuing education assistance • Short Term / Long Term Disability & Life Insurance • Employee Assistance Program • through Sun Life Financial EAP Guidance Resources