Service Desk Technician I

Fluence is hiring a Tier I Service Desk Technician in Arlington, VA. The role involves providing technical support, managing service requests, troubleshooting issues, and maintaining IT equipment. Candidates should have 1+ years of Tier 1 experience, strong communication skills, and a relevant degree or certifications. The position requires being onsite 4 days a week.
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Fluence IS AN EQUAL OPPORTUNITY EMPLOYER and fully subscribes to the principles of Equal Employment Opportunity to ensure that all applicants and employees are considered for hire, promotion, and job status without regard to race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, marital or familial status.
As a Tier I Service Technician at Fluence, you will:
• Provide help desk / technical support for local and off-site users with a customer first voice when communicating with employees, customers and contractors.
• Keep customers informed of progress and status of tickets throughout the resolution process.
• Collaborate with customers and co-workers to diagnose and resolve problems.
• Manage and monitor service request tickets, analyze incidents and provide support required; escalation.
• Document IT requests, record actions, and follow up on deferred actions.
• Troubleshoot, analyze, resolve, track, escalate and document technical issues.
• Resolve customer issues in a pre-determined time frame or escalate for resolution.
• Manage the IT equipment deployment process for both Windows based PCs and Apple Macs and develop the mechanics to maintain hardware and software inventories.
• Develop and contribute to the IT knowledge base libraries.
• Able to identify innovative solutions for process improvements.
• Establish a strong working relationship with the entire team of Service Desk technicians to assist with tasks related to Office 365, SharePoint and Solar Winds.
• Has some experience with Tier 1. This person would be in the office 4 days per week.
• 1+ years of experience with Tier 1 troubleshoot and problem solving.
• Ability to be onsite 4 days per week.
• Bachelors degree in Computer Science, Information Technology or related field or Information technology certifications.
• Strong communication skills; written and oral.