Tier 1 Help Desk

The Teir 1 Help Desk Technician responds to internal and external IT Service Requests for IT service on both Unix and NT servers. Provides user notification of receipt of Web- or email-submitted requests. Logs and tracks inquiries using service request management database and maintains history records and related documentation.  Promptly categorizes, generates, routes and escalates, when necessary, customer requests that are escalated beyond the ITSC area of responsibility. Must meet contract level requirements for appropriate position.  In addition, position requires a minimum of 1 year of experience with background in Microsoft Office applications to include Outlook, Word, and Excel.Experience in Ticket Management Systems like SupportIT and ServiceNow is a plus. Unix experience is not required but is a plus.Responsibilities● Provides technical support and troubleshooting to network, desktop, and/or systems hardware and software
● May coach and provide guidance to less-experienced professionals
● Applies basic diagnostic techniques to identify problems, investigate causes, and recommend solutions
● Provides remote support access through desktop mirroring and other remote access applications for worldwide sites
● Identify, investigate, resolve, and follow-up problems brought to the helpdesk by users of cloud infrastructureRequired Qualifications:

Equal Employment and DiversityCyberCore has, on many occasions, expressed support and commitment to the principles of diversity and equal employment opportunity.  It is CyberCore’s policy to recruit, hire, train, and promote individuals, as well as administer all personnel actions, without regard to race, color, national or ethnic origin, pregnancy, age, religion, disability status, sex, sexual orientation, gender identity and expression, veteran status, genetic information or any other characteristic protected under applicable federal or state law. CyberCore will not tolerate unlawful discrimination and any such conduct is prohibited.  CyberCore is committed to ensuring that CyberCore’s workforce and volunteers reflect America’s diverse population.  CyberCore knows that such diversity will enrich the company with the talent, energy, perspective and inspiration we need to achieve our mission.