IT Help Desk Associate I in Reston, VA and Washington, DC

Reston, VA and Washington, DC - Full Time - $42-46K + Benefits

Summary:

This is an entry level position providing assistance and training to users of the Client's Knowledge Services Network. It requires knowledge of many of the Microsoft Office products and the ability to think logically, organize and prioritize tasks, and communicate effectively with all levels within the client organization and AKG

Position Requirements:

• Bachelor's Degree in Business, Information Systems, or related field required.
• An entry level position requiring 2 year general experience in the private sector and/or Federal government.
• Consulting and/or training experience assisting in the design and delivery of face-to-face or facilitator lead programs both locally and/or nationally a plus.
• A working knowledge of Microsoft Office products including SharePoint, Instant Messaging, Outlook, PowerPoint, Excel, Word, InfoPath and Front Page required.
• Candidate must have the ability to interface effectively with all levels of the organization including management, non-management and contractor personnel within the client organization and AKG
• Excellent oral and written communications a must.
• Candidate must have a pleasant, courteous, and professional personality.
• Experience with Remedy Software
• Candidate must be able to work independently with minimum supervision, and as a member of a team.
• Candidate must possess the ability to maintain a travel schedule of 20% to 25%.
• Candidate must be a U.S. Citizen and have the ability to obtain a security clearance.

Essential Duties and Responsibilities include the following:

• Apply subject matter expertise to requests for assistance.
• Document and track requests for assistance.
• Analyze and resolve issues using clear and logical thought processes applying knowledge and experience.
• Escalate unresolved issues to higher level support in accordance with established policies and procedures.
• Provide follow-up status to requesters in accordance with established policies and procedures.

Additional Duties and Responsibilities

• Facilitate and train clients on collaborative software & environment.
• Provide training logistics such as registration, room reservation, preparing handouts, ensure necessary equipment is available and working and connected to the network.
• Assist organizations in understanding how to capture and share knowledge and information.
• Assist organizations in increasing the adoption of collaborative software.

Company Information:

A Small/Medium Technology Consulting company that specializes in change management and collaboration training. They have an experienced staff of senior associates with experience in change management, collaborative learning, and technology adoption.

While their background is in a number of collaborative platforms, they specialize primarily in collaborative solutions that leverage Windows SharePoint Services and related technologies. However, technology is only one small piece of the equation in a successful adoption. People, process, and learning must be considered; many of their best practices apply regardless of the collaborative tools chosen by the client.

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