Help Desk Specialist L1

Help Desk Specialist L1

Annapolis, MD Top Secret/SCI Full Scope Polygraph Career Level not specified $60,000 - $100,000

SALARY RANGE $60,000 - $100,000/year DUTIES As a successful candidate for the Help Desk Specialist L1 role, you will provide 24x7 Help Desk support as defined by first response/Tier 1/Level 1 support. You will offer phone and in-person assistance to users in areas such as e-mail, LAN/WAN connectivity, directories, standard desktop images and applications, as well as COTS and GOTS software.

You will serve as the initial point of contact for troubleshooting IT-related issues, including hardware/software problems, password resets, and printer malfunctions.

Required Skills SKILLS
• Utilize work aids to resolve tickets at the lowest level of support
• Receive, triage, and route tickets to Tier 2 Help Desk
• Compile and organize data for monthly status reports
• Develop an understanding of numerous process flows to other IT systems; create and maintain user accounts
• Create Help Desk tickets in the designated ticket tracking system and provide an initial acknowledgment to the end user confirming receipt
• Assist users with account creation, access, and usage of IT systems
• Update Standard Operating Procedure documents to reflect new system functionality or configuration changes
• Analyze, log, and track issue and problem tickets related to the Intelink application

QUALIFICATIONS Two (2) years of demonstrated Help Desk experience with a Bachelor's degree OR Six (6) years of experience, and an Associates' Degree may be substituted.
• Rotating Shift work position, 365 days a year, 7 days a week, 24 hours a day.
• Small team providing service availability monitoring and help desk support for internet-like collaboration services hosted on a government intranet for a large and diverse community of users.
• Provide health and status monitoring, and take appropriate measures when a service outage occurs. Utilize SOPs to perform basic troubleshooting steps to identify the problem, then restart the service and/or servers to resolve the issue.
• Document and communicate outage information to co-workers and customers.
• Provide tier 1 response to customer service requests received via phone, email, chat, and tickets.
• Document all communications in a Service Now ticket system, escalate tickets as needed.
• Provide basic instructions on how to use services to both external and internal customers.
• Troubleshoot customer accounts and users' ability to log in to the collaboration environment.

CERTIFICATIONS Compliance with DoD 8570.01-M with a minimum certification of IAT Level I, such as:
• CompTIA Security+ (SEC+)
• Cisco Certified Network Associate (CCNA)
• CompTIA A+
• CompTIA Network+ (Net+)