Cyber Help Desk Specialist - TS/SCI Poly

Power3 Solutions; Fort Meade (MD); On-site; USD 81,000 - 85,000; Full time

Job summary

Power3 Solutions is seeking a Help Desk Specialist to support a software engineering program in the Ft. Meade area, MD.

The role requires TS/SCI with Polygraph clearance and four years of help desk experience, with an Associate’s degree (a Bachelor's may substitute). You will provide first-line support for a government intranet, monitor health/status, follow SOPs for troubleshooting, and document incidents in ServiceNow.

Qualifications

• TS/SCI with Polygraph.
• Four (4) years Help Desk experience with an Associate's degree. In lieu of experience, a Bachelor's Degree may be substituted.
• Compliance with DoD 8570.01-M with a minimum certification of IAT Level I (SEC+, CCNA, A+, Net+)

Responsibilities

• Provide service availability monitoring and help desk support for internet-like collaboration services hosted on a government intranet for a large 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 coworkers 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, escalat e tickets as needed
• Provide basic instructions on how to use services to both external and internal customer.
• Troubleshoot customer accounts and users' ability to logon to the collaboration environment

Skills

Help desk

Customer support

Education

Associate's degree

Bachelor's degree substitution

Tools

ServiceNow

IAT Level I certification (SEC+, CCNA, A+, Net+)

Job description

Power3 Solutions is seeking a Help Desk Specialist to support a software engineering program in the Ft. Meade area, MD.

The role requires TS/SCI with Polygraph clearance and four years of help desk experience, with an Associate’s degree (a Bachelor's may substitute). You will provide first-line support for a government intranet, monitor health/status, follow SOPs for troubleshooting, and document incidents in ServiceNow.