Help Desk Specialist 0 - Annapolis Junction, MD

Avid Technology Professionals; Baltimore (MD); On-site; USD 40,000 - 65,000; Full time

Job summary

An established industry player is seeking a Help Desk Specialist to join their dynamic team in Annapolis Junction. This entry-level role offers an exciting opportunity to provide essential Tier 1 support for a diverse user base on a government intranet. You'll be responsible for monitoring service availability, troubleshooting issues, and communicating effectively with users. With rotating shifts and a collaborative environment, this position is perfect for those looking to kickstart their career in Information Technology. Join a team that values service excellence and offers a pathway to grow your skills in a supportive setting.

Qualifications

• Must comply with DoD 8570 IAT level 1 requirements.
• Entry-level position requiring basic troubleshooting skills.

Responsibilities

• Provide tier 1 help desk support for users via phone, email, and chat.
• Monitor service availability and document outage information.

Skills

Customer Service

Troubleshooting

ServiceNow

Communication

Education

High School Diploma

IAT Level 1 Certification

Tools

ServiceNow

Job description

Help Desk Specialist 0 - Annapolis Junction, MD

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Provides support 365 days a year. Shifts are rotating, 4 days a week, 10 hours a day. Shifts are 6am - 4pm and 12pm - 10pm. Help Desk support as defined by first response/Tier 1 support.

Work with a small team providing service availability monitoring and help desk support for internet-like collaboration services hosted on a government intranet for a large and diverse community of users.

• Provide health and status monitoring, and take 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 co-workers 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, escalate tickets as needed.
• Provide basic instructions on how to use services to both external and internal customers.
• Troubleshoot customer accounts and users' ability to log on to the collaboration environment.

IMPORTANT: DoD 8570 Compliance with IAT level 1 is required.

Seniority level

• Entry level

Employment type

• Full-time

Job function

• Information Technology

Industries

• IT Services and IT Consulting