Help Desk Technician

Responsibilities

• Rotating Shift work position: 7 days a week, 365 days a year. Generally, 4 days on, 3 days off, with 10 hour work days.
• 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 taking appropriate measures when a service outage occurs. Utilize SOPs to perform basic troubleshooting steps to identify the problem, then restart 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, escalating tickets as needed.
• Troubleshoot customer accounts and users’ ability to log on to the collaboration environment.
• Provide basic instructions on how to use services to both external and internal customers.

Active and current TS.SCI w FSP through MD.

• Zero (0) years of demonstrated Help Desk experience required with a Bachelor's degree.
• Minimum one (1) year of Help Desk experience with an Associate degree.
• Minimum two (2) years of Help Desk experience with a High School diploma.
• Any degree from an accredited college or university is acceptable.
• Compliance with DOD 8570.01-M with a minimum certification of IAT Level I. A+, CCNA‑Security, NET+, SSCP, Security+