Halfaker and Associates, an award-winning high growth small business, creates innovative and customer-centric technology solutions in the areas of Digital Services, Data Analytics, Cyber Security and Cloud Services to improve the health, security and well-being of all Americans. Our commitment to excellence and our vision to “Continue to Serve” has resulted in steady growth and an expanding client base across government agencies in the health, defense, security and intelligence sectors. Our strong focus on internal culture has helped Halfaker achieve several workplace awards including Great Place to Work Certification™ and Tampa Bay Top Workplaces. Headquartered in Arlington, VA, we have employees nationwide. Please take a moment to browse through our website and learn more about what it means to serve with Halfaker.

Halfaker has an opening for a HELP DESK ASSOCIATE to join our talented, dynamic team. The key responsibilities for this position include: ​

• Respond to end-user requests for assistance in the operation and functionality of their computing systems, peripheral and other devices
• Assist the user in the use of existing manuals and non-scripted or automated system responses in clearing Tier 1 and Tier 2 trouble tickets
• Provide routine IT customer support in maintaining computing systems, printers and other peripherals
• Analyze and report on daily on ticket resolution to a 95% weekly ticket closure rate
• Troubleshooting of basic IT services as needed and assisting customers with reported issues
• Daily use of ticketing system
• Deals with a wide range of hardware and network technology issues in a high-volume, fast paced environment
• Responsible for all assigned trouble tickets from creation to resolution

Required Skills

• Possess effective communication skills
• Have a strong attention to detail
• Willing to work as part of an integrated team consisting of both Government and contractor personnel
• Experience providing IT support to end-user communities
• Experience working with help or service desk trouble ticket reporting systems preferred
• Excellent customer service and communications skills required
• Demonstrable troubleshooting and problem resolution skills for Desktops and Laptop

Required Experience

Bachelor’s degree in information systems/Technology, or other analytical or technical discipline preferred

• 8-years of relevant experience may be substituted for education

Minimum of 2 years’ progressive experience as a Customer Service Technician

​Halfaker and Associates, LLC, is committed to hiring and retaining a diverse workforce. We are proud to be an Equal Opportunity/ Affirmative Action Employer, making decisions without regard to race, color, religion, creed, sex, sexual orientation, gender identity, marital status, national origin, age, veteran status, disability, or any other protected class. U.S. Citizenship is required for most positions.​​

• Possess effective communication skills
• Have a strong attention to detail
• Willing to work as part of an integrated team consisting of both Government and contractor personnel
• Experience providing IT support to end-user communities
• Experience working with help or service desk trouble ticket reporting systems preferred
• Excellent customer service and communications skills required
• Demonstrable troubleshooting and problem resolution skills for Desktops and Laptop