Help Desk Technician - 3193

Metro Systems Inc. is looking for a Help Desk technician to support a top Government Integrator in Alexandria, VA.


  • Provides phone support in compliance with established policies and procedures in order to attain contractual Service Level Agreement (SLA) metrics.
  • Diagnoses internal and external inquiries and work requests as they relate to maintenance of desktop and universal laptop computers and customized applications/systems.
  • Provides end-user software troubleshooting and support to internal and external users/customers.
  • Applies diagnostic techniques to identify problems, investigate root cause analyses, and recommend solutions using Remedy 7.6 ITService Management Suite.
  • Provides troubleshooting and support for over 200 customized applications supporting over 10,000 users.
  • Assists in the administration of remote user workstations and resolution of remote connectivity issues, as needed.
  • Provides help-desk and email support for local and off-site users.
  • Maintains current knowledge of the Windows 7 desktop environment, networking, access technologies, and applications supporting users.
  • Installs, configures, and upgrades computer hardware and software, as needed.
  • Participates in special projects, as needed.


  • 2 or more years of work experience with at least 1 full year of directly related IT experience supporting technical Help Desk operations, preferably supporting a large-scale government customer.
  • Associates Degree in a related technical discipline, or the equivalent combination of education, technical certifications or training, or work experience. (Note: Two additional years of work experience supporting IT may be substituted for the Associates Degree)
  • Experience providing technical support for microcomputer hardware, networks, account administration, and office automation software via telephone, as appropriate.
  • Must possess technical skills to support configuration and troubleshooting of MS Windows 7, MS Office and Outlook.
  • Candidate must successfully pass a background investigation, including a check of any criminal activity over the past 10 years, and a credit check of any financial issues over the past seven years to continue employment.


  • CompTIA A+ certification, HDI and/or Microsoft certification are a plus.


MSI is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, or national origin.