Help Desk Staff

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PingWind Inc. (SDVOSB)

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51 - 200 employés

🔒 Cybersecurity

🏛️ Gouvernement

☁️ SaaS

Cybersecurity • Government • SaaS

PingWind Inc. est une petite entreprise (SDVOSB) certifiée par la SBA et détenue par un ancien combattant handicapé, spécialisée dans la fourniture de services essentiels pour les partenaires du gouvernement fédéral. Les compétences principales de l'entreprise incluent la cybersécurité et l'assurance de l'information, l'optimisation des infrastructures informatiques et la gestion de plateformes basées sur le cloud, ainsi que le conseil en gestion et la chaîne d'approvisionnement. En utilisant des technologies de pointe et des meilleures pratiques, PingWind aide ses clients à sécuriser l'information, moderniser les systèmes et optimiser la performance pour atteindre une efficacité maximale. Basée à Annandale, Virginie, PingWind soutient plus de 250 employés répartis dans 37 états.

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

🎯 Exigences

• 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

🏖️ Avantages

• 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