Resolve issues for business applications while maintaining the Help Desk infrastructure and operational needs. Ettain Group has an immediate opening for a Senior IT Help Desk Technician for a contract-to-hire position in Vienna, VA (Metro Accessible). You will be supporting a federal government client as a part of the Application Support Desk team that is responsible for Tier 1 through Tier 3 support. ACTIVE SECRET CLEARANCE REQUIRED. Responsibilities * Provide support for a variety of proprietary government applications * Quickly gain an in-depth understanding of supported applications and typical types of user issues including resolutions * Respond to telephone and electronic requests for support as part of the Application Desk operation; typical issues include password resets, questions on the applicationas functionality, basic user training, role based access and processing and/or completing access requests * Handle advanced questions and troubleshooting * Enter, monitor, and update help desk tickets in the HEAT trouble ticket system to track progress and resolution of customer issues * Ensure on-going maintenance and development of positive customer relationships with team members and end-users * Performs closed-loop communication with end users to resolution * Ensure all time reporting and other required reports are accurate and submitted on time * Meet or exceed various service levels (SLAs) as established by assignment (calls per day, ETAs, on-time response, administrative call closure, customer satisfaction) * Experience with meeting designated service levels (SLAs) in a call center or related environment * Develop and create documentation on training materials, FAQs and Knowledge Base Articles * Mentor and train junior and mid-level team members Requirements * 5+ years of experience in a call center environment providing customer/user service, and in providing technical and end-user support for commercial PC operating systems, COTS, and/or applications software in person and over the phone * Experience using a Help Desk ticketing system such as Remedy or HEAT * Experience researching problems, analyzing trends, and distributing findings * Strong customer service, verbal and written communication skills, and troubleshooting skills required * Ability to quickly learn complex business applications and apply this knowledge to assist end users * Bacheloras degree or certification in IT related field; work experience may be a substitute * US Citizenship necessary with ability to pass a background check * Bilingual in Spanish a plus * ACTIVE SECRET CLEARANCE REQUIRED Date Posted: 7/11/2012 Industry: Desktop/Helpdesk Support