About us:

Gen3 Technology Consulting is an SBA Certified Woman-Owned Small Business (WOSB) providing a diverse set of technology services and solutions to federal and commercial clients. Founded in 2017, Gen3 leverages over 25 years of information technology management and leadership experience to help our clients define, plan, manage, and achieve their strategic vision while protecting their critical IT assets. We attract and retain the highest caliber of talent by supporting an inclusive work environment, cultivating growth and leadership both professionally and personally, and encouraging work-life balance. We strive to make it our priority to be compassionate, family-friendly, respectful, and flexible.

Gen3’s Joint Ventures, Pivotal Impact (JV with Caladwich) and VetCentric (JV with PingWind) expand our team’s knowledge and expertise as we pool resources to bring federal agencies strong technical, program management, and cyber security solutions, derived from a disciplined management consulting approach.

About the role:

Gen3 is looking for a competent Help Desk Technician to provide quick and relevant technical assistance for IT systems. You will answer queries on basic technical issues and offer advice to solve them. An excellent Help desk technician must have good technical knowledge and be able to communicate effectively to understand the problem and explain its solution. The goal is to increase value for clients, so as to bolster the company’s reputation and business.

Location: Remote, U.S.

What you'll do:

• Serve in a front-facing role as the first point of contact for customers seeking technical assistance over the phone or email.
• Perform remote troubleshooting through diagnostic techniques and pertinent questions.
• Determine the best solution based on the issue and details provided by customers.
• Walk the customer through the problem-solving process.
• Direct unresolved issues to the next level of support personnel.
• Provide accurate information on IT products or services.
• Record events and problems and their resolution in logs.
• Follow-up and update customer status and information.
• Pass on any feedback or suggestions by customers to the appropriate internal team.
• Identify and suggest possible improvements on procedures.

What you'll need:

• Bachelor’s degree in Computer Science, Engineering, Information Technology, Cybersecurity, or related discipline.
• 2 years of relevant technical experience.
• Proven experience as a help desk technician or other customer support role.
• Tech savvy with working knowledge of office automation products, databases and remote control.
• Good understanding of computer systems, mobile devices and other tech products.
• Ability to diagnose and resolve basic technical issues.
• Proficiency in English.
• Excellent communication skills.
• Customer-oriented and cool-tempered.

Veteran and HUBZone friendly employer.

Perks working with us:

• Competitive compensation.
• Comprehensive health, vision, and dental benefits.
• 3 weeks of PTO per year accruing from day one with a PTO exchange program.
• 11 days of paid Federal Holidays.
• 401(k) with a matching plan.

Employment eligibility: Eligible to work for any employer in the United States without requiring sponsorship. Most of our positions require a government security clearance, you must be a US Citizen or Green Card holder for consideration. Certain positions require at least three (3) of the past five (5) years of residence in the United States.

E-Verify Employer. EOE Statement: females, minorities, protected veterans, and individuals with disabilities. Gen3 is committed to fostering and empowering an inclusive community within our company. We do not discriminate on the basis of race, religion, color, gender expression or identity, sexual orientation, national origin, citizenship, age, marital status, veteran status, disability status, or any other characteristic protected by law.

Accommodation: Please contact the recruiting team at recruiting@gen3technology.com if you would like to request a reasonable accommodation during the application or interviewing process.

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