Help Desk Tier I
Position Description
Initiate and resolves service request/problem incidents
Consult with the user community to resolve technical problems and answer queries by telephone or self-service ticket in support of internal and/or outside customer computer hardware, software, network, system/application access, and telecommunications systems
Uses problem solving skills, diagnoses, identifies, isolates, and analyzes problems utilizing historical database records
Routes calls to product line specialists, application, or system support specialists
Maintains and updates records and tracking databases
Alerts management to recurring problems and patterns of problems
Works with system administrators and developers to ensure services/incidents are completed
Provides an outstanding customer service experience in a variety of circumstances across all organizational levels
Basic Qualifications
- HS Diploma
- Minimum two (2) years of IT support experience
- Active Directory experience (Preferred)
- Requires active DoD 8570 - IAT Level II (e.g., GSEC, Security+ CE, SSCP, or CCNA-Security)
- Active Secret clearance is required to start; TOP SECRET (Preferred)
- MUST be eligible to obtain a TOP SECRET (TS) Sensitive Compartmented Information (SCI)
- Requires prior IT helpdesk (i.e., Tier 1 or 2) experience
Experience
- Help desk: Minimum 1 year (Required)
License/Certification(s)
- CompTIA Security+ (Required)
Security clearance
- Must be US citizen and suitability to obtain a government-sponsored clearance
- Active Secret clearance (Preferred)
Work Location
Stafford, VA: 100% onsite, In-person
Pay
Competitive Compensation
Schedule
8-hour shift (not including meal breaks)
Monday through Friday