Help Desk Specialist

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

Help Desk Specialist
Ft. Meade Area, MD · Government/Military
Clearance Required:TS/SCI with Polygraph
Full-Time | Fully Funded | $81K–$85K

Secure the Mission. Set the Standard in Cybersecurity.

Power3 Solutions is seekingHelp Desk Specialiststo support a software engineering program in the Ft. Meade area.

What You’ll Do

As a Help Desk Specialist, you will:

• 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 healthand 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

What You Bring

Required 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+)

Power3 Solutionsdoes not discriminate in employment on the basis of race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, protected veteran status, or other non-merit factor.