Help Desk Specialist, Level 2

GJB-0064 Fort Meade, MD TS/SCI + Full Scope Poly On-site $47,936 – $87,936

The Level 2 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
• Update and maintain the Help Desk
• Handbook to stay consistent with current processes and procedures
• Provide recommendation to the
• Government on issues/problems identified and reported in trend analysis
• Attend weekly meeting to apprise the
• Government on the status of tickets and any issues/problems with resolving tickets

Three (3) years of Help Desk experience with a Bachelor's Degree in a Business, Technical or Math related field Five (5) years with an Associate's Degree or seven (7) years experience may be substituted for the Bachelor's Degree

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