Help Desk Specialist, Level 1

GJB-0063 Fort Meade, MD TS/SCI + Full Scope Poly On-site $47,837 – $77,837

The Level 1 Help Desk Specialist shall possess the following capabilities:

• Develop an understanding of the numerous process flows to other IT systems, create and maintain user accounts Create Help
• Desk tickets in the designated ticket tracking system, provide an initial acknowledgement to the end user validating receipt of the ticket
• If possible resolve ticket, communicate resolution to the end user and obtain customer sign-off before closing ticket
• If unable to resolve thoroughly document ticket with actions taken in an attempt to resolve and escalate ticket in accordance with applicable processes
• Assist users with account creation, accessing and using IT systems Update Standard Operating
• Procedures documents to adapt to new system functionality or configuration changes Receive, triage and route tickets to Tier 2 Help
• Desk according Analyze, log and track issue and problem tickets
• Compile and organize data for monthly status reports
• Provide trend analysis and metrics to the
• Government based on gather data and monthly status reports
• Provide daily written and oral communications, make recommendations for improving documentation
• Ensure compliance with security procedures for data handling, participate in planning sessions for process improvement

One (1) year demonstrated Help Desk experience Bachelor's degree in a Technical, Math or Business discipline from an accredited college or University is required Two (2) years of Help Desk experience with an Associates or three (3) years experience may be substituted for a Bachelor's degree

TS/SCI + Full Scope Poly, required at start.