Help Desk Specialist L0 KBX - TS/SCI Poly required

Help Desk Specialist L0 KBX - TS/SCI Poly required

Annapolis Junction, MD Apply Now

Tier 1 Intelink Services Help Desk opportunity:

• Rotating Shift work position, 365 days a year, 7 days a week, 24 hours a day
• Four (4) years demonstrated Help Desk experience with an Associate's degree. In lieu of experience, a Bachelor's Degree may be substituted. Certifications: Compliance with DoD 8570.01-M with a minimum certification of IAT Level I (SEC+; CCNA; A+; Net+)
• TS/SCI clearance with FS Poly required
• 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 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.

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