Bart & Associates Help Desk Technician Tier 1 in Washington, District Of Columbia
Help Desk Technician Tier 1
Location: DC Metro Area
Bart & Associates is seeking a Help Desk Technician Tier I to join our team in Washington, DC!
Bart & Associates (B&A) has been a systems integrator of information technology solutions for 30 years. Our mission is to use our depth and breadth of technical knowledge and expertise to ensure our clients have optimum IT solutions to meet their goals. We are a company whose accomplishments exemplify the skills, dedication, and commitment of our most valuable asset: our people. B&A provides strategic, enterprise, application, and technical infrastructure solutions, including customized and Commercial-Off-The-Shelf applications. Our service lines include: Oracle Solutions, PeopleSoft Solutions, SAP Solutions, Legacy Systems Modernization, Agile Services, and Hosted Cloud Solutions. We have a strong focus on innovation with an in-house Research and Development team and we offer full time employees a 100% premium paid medical plan option, which includes coverage for medical, prescription, dental, vision, life insurance, AD&D, disability, teledoc, and accident insurance. Headquartered in McLean, VA, B&A was named one of Virginia’s Best Places to Work in 2018.
Key Skills: Some knowledge of HR and Payroll systems, relational databases, SQL, technical support experience
The Help Desk technician serves as Tier-I support to a federal government client. Help Desk technicians will need to be technically savvy and able to discern the severity of reported issues. Knowledge of industry best practices is strongly desired. In addition, these candidates must have experience with Microsoft Office software and web applications. Ideal candidates will have the ability to troubleshoot issues in the supported HR/payroll system and effectively communicate information to management, peers, and the user community.
The ideal candidates will:
Be a quick learner with ability to multi-task successfully in a fast-paced, time-sensitive environment.
Competently answer questions and address issues reported by users
Have working knowledge and understanding of help desk best practices
Be able to work as part of a team to accomplish tasks effectively as needed
Efficiently work on own with little to no guidance
Be an effective communicator – strong written and oral communication skills required
Be organized with documentation and referenceable artifacts
Respond accordingly if asked to prepare metrics and presentations related to help desk calls
Understand when to escalate issues or request assistance
Accurately and comprehensively enter, update, and close help desk tickets within the ClearQuest ticket tracking system to include problem and resolution
Adhere to established help desk procedures, but can identify and recommend process improvements to help desk operations
Participate in client meetings as needed
Possess familiarity with HR and Payroll systems
Be proficient with Microsoft Word, Excel, PowerPoint
Have keen attention to detail
Manage customer expectations throughout the life-cycle of reported issue
Research issues through both application and back-end SQL inquiries
Possess experience with relational databases (preferably Oracle) and SQL
Have strong organizational skills with the ability to manage priorities and workflow
Minimum education: 2 years college, focus in IT or related technical field
HDI Certification desired
Familiarity with PeopleSoft HCM is a plus
Must pass government-required security background check
U.S. citizenship required
We are proud of our diverse environment, EOE, M/F/Disability/Vet.