Help Desk Associate

Job Description

Akira Technologies is seeking a Help Desk Associate to help support our government client in modernizing their enterprise information technology services, which is vital to deploying their mission in disaster and relief programs.

This is hybrid work with places of performance in Washington, DC and Round Hill, VA. Ideal candidates are those who can support working at these locations a couple of times a week.

Job Responsibilities:

Provide first-level technical support to end-users, resolving hardware, software, and network issues. Respond to helpdesk tickets, emails, and phone calls in a timely and professional manner.

Diagnose and troubleshoot hardware and software problems, ensuring quick and effective resolution. Escalate complex issues to higher-level support teams as needed.

Assist in user account creation, modification, and termination processes. Reset passwords and provide guidance on account access and permissions.

Maintain accurate and up-to-date documentation of helpdesk procedures and issue resolutions. Contribute to the knowledge base to enhance support efficiency.

Communicate technical information in a clear and understandable manner to non-technical users. Ensure a positive customer service experience through effective communication and problem resolution.

Provide remote support to users, guiding them through troubleshooting steps and issue resolution. Utilize remote desktop tools for hands-on assistance.

Job Qualifications:

Bachelor’s degree in Information Technology or related field is a plus.

6+ years of professional experience, with 1 year related to Help Desk support.

Proven customer service experience or relevant internship in a technical support role.

Basic understanding of IT concepts, hardware, software, and networking.

Strong problem-solving and analytical skills.

Excellent communication and interpersonal skills.

Ability to work in a fast-paced environment and prioritize tasks effectively.

Experience working in government contracting or familiarity with government processes is a plus.

Experience working with government systems (i.e., SharePoint) and stakeholders.

Strong attention to detail, time management, and follow through.

Ability to adapt and operate effectively in ambiguous or rapidly changing environments.

Ability to work independently and manage multiple assignments.

Working knowledge and experience of MS Office (e.g. MS PowerPoint, MS Word, MS Excel).

This is a US government contract and therefore US Citizenship is required.

About Akira Technologies

Akira strives to meet and exceed the mission and objectives of US federal agencies. As a leading small business cloud modernization and data analytics services provider, we deliver trusted and highly differentiated solutions and technologies that serve the needs of our customers and citizens. Akira serves as a valued partner to essential government agencies across the intelligence, cyber, defense, civilian, and health markets. Every day, our employees deliver transformational outcomes, solving the most daunting challenges facing our customers.

Akira is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.