Helpdesk Support with Security Clearance

Responsibilities Under general supervision, responsible for providing second level telephone support to end-user community on hardware, software and network related problems, questions and/or issues. Troubleshoots determine problems for operating systems, applications and remote access, email and telephone and wireless issues. Responsible for network and email account provisioning and management, as well as, wireless mobility problems, issues or request. Defines and classifies level, priority and nature of problem, request and/or issue. If unable to diagnose problem and/or problem requires physical interaction with end user the technician will provide desk side support to customer. Responsible for opening, tracking and closing trouble tickets. Ensures problem ownership and promotes end-user satisfaction. Tracks activities of field engineers to who tickets were assigned. Must possess an advanced technical skill and knowledge in computer hardware and software as well as networking systems in use at customer sites. Requires experience and knowledge of installation, configuration and troubleshooting of computers. Must have basic knowledge of help desk call tracking management systems. Requires strong communication and excellent customer service skills and able to effectively interface with high ranking and senior officials. Knowledge, Skills and Abilities DoDI 8570.01m Certification required (Security +) - REQUIRED

Intermediate Active Directory knowledge, troubleshooting, familiar with Permission Groups, and OU's

Experience with IBM-compatible personal computers, terminal, peripheral equipment and associated software repair, installation, configuration and system operation

Experience with Service Now/ Remedy or equivalent ticketing processing software

Experience with Dameware, or equivalent remote access software

MS Windows 10/11 Operating System

Strong Microsoft Office / Outlook

Microsoft MCP/MTA IT Certification a plus

Network+/A+ Certification a plus

Provide support at a Tier I and Tier II level Education Requirements

Associate's degree in an Information Technology field or 2-3 experience in Service Desk Operations Security Requirements

Must have current Top Secret Clearance and meet the requirements of DCID 6/4. Eligible for Top Secret SCI Physical Demands

Lift over 35 LBS Work Environment

Work environment is IT environment; Business Casual Dress Required.

Business Hours

Permanent