Help Desk Specialist - Level 2 - Dept 01

Only candidates with current TS/SCI clearance will be considered

We are unable to sponsor a clearance at this time A POLYGRAPH is required for this position

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JOB DESCRIPTION:

• Provides 365 days, 4 days a week, 10 hour a day shift (0600 - 2200) Help Desk support as defined by first response/Tier 1 and 2 support
• Work with a 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 and 2 response to customer service requests received via phone, email, chat, and tickets
• Document all communications in a ServiceNow 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 logon to the collaboration environment
• Train and mentor junior members of the team

REQUIRED SKILLS:

• 8570 Compliance with IAT level 1 is required

• 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

You must have TS/SCI Clearance for this position
A POLYGRAPH is required for this position

BENEFITS:

• Competitive salary
• Employer-paid health care 100% (CareFirst – Medical, Dental, and Vision)
• 401k Safe Harbor Plan – 6% match – Immediately vested
• 25 days personal time off
• 11 Federal Holidays
• Up to 3 Employer Paid Code Red Days (due to weather, shutdown, etc.)
• $5,000 per year for Training/Personal Development
• Employer-paid Short-Term Disability/Long Term Disability/Life Insurance/AD&D

We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.