Helpdesk Tier II support with Security Clearance

Title: Helpdesk Tier II support Security Clearance: Active Secret / Tier 3 clearance Location: Monterey, CA (on-site required) Primary Responsibilities and Activities

• Troubleshoot and resolve Tier II issues upon first contact, when possible, for hardware, software, networking, and other computer-related technologies to include, but not limited to, OS issues, application issues, software installations, and service requests.

• Set-up, operate, and troubleshoot audio and video teleconferencing (VTC) equipment.

• Escalate issues to appropriate second- and third-level subject-matter experts in accordance with service-level agreements and follow up on incidents when appropriate.

• Support the Team Lead with escalations, major incident management, and customer communications.

• Monitor EUS Specialist Scorecard Dashboard in ServiceNow to maintain ticket queue and meet contractual Key Performance Indicators (KPIs).

• Accountable for managing ticket queue and prioritizing work based on impact and urgency.

• Meet or exceed Service Level Agreement (SLA) thresholds for ticket resolution. Experience: 3-5 years of applicable of experience.

Certifications: CompTIA Security+