Help Desk Specialist I

Shadow Objects; Annapolis (MD); Hybrid; USD 42,000 - 54,000; Full time

Job summary

ShadowObjects, LLC is seeking a Help Desk Specialist I to handle Tier 1/2 support, manage tickets, and assist with hardware and software issues for students, faculty, staff, and contractors. The role is onsite with a possible hybrid option and requires DoD security clearance readiness.

Experience across Windows, Mac, Linux, iOS, Android and network interfaces is needed, along with certification or intent to obtain Security+ as required.

Qualifications

• Experience with Windows, Mac, Linux, iOS and Android environments.
• Ability to install, operate, maintain and repair computer hardware and software.
• Experience generating and managing help desk tickets and escalations.

Responsibilities

• Answer and remediate Tier 1 trouble calls during business hours for students, faculty, staff and contractors.
• Create and remediate Tier 1 tickets and escalate Tier 2 issues as needed.
• Support hardware, software, networks and interfaces; patch and update systems monthly.
• Determine warranty or maintenance coverage and process accordingly.
• Monitor LAN access and keep customers informed on status and progress.

Skills

Troubleshooting

Customer support

Cross-platform OS

Tier 1 support

Tools

Ivanti Service Desk

Job description

ShadowObjects, LLC is currently seeking candidates for the position of Help Desk Specialist I.

Position is onsite with possible hybrid option.

JOB DUTIES/RESPONSIBILITIES

• Answering and remediating trouble calls during business hours for approximately 30 resident students, 53 ISG faculty and staff and 25 support contractors.
• Answering all Tier 1 calls, create and remediate Tier 1 tickets, escape issues to Tier 2 as appropriate and remediate all Tier 2 escalations.
• Experience with generating help desk tickets in the NPS Ivanti Service Desk system.
• Support technologies including computer hardware and software, computer assisted information retrieval, data communication networks, local area networks and technology interfaces.
• Determine if equipment is covered by warranty or maintenance contract and process accordingly.
• Remove and replace defective hardware components. Perform all upgrade of hardware to include memory, fixed storage, and installation of network interface cards (NIC).
• Troubleshoot and resolve conflicts between ISG operating requirements and NPS/DSCA software, systems, applications, hardware/devices, and operating systems.
• Keep customers informed on request status and progress. Perform trend analysis on common and recurring issues.
• Ensure the integrity and availability of all ISG computer and mobile computing systems by patching and updating ISG network connected systems.
• Monitor, maintain and service ISG Local Area Network (LAN) and ensure access to LAN by ISG faculty and staff.
• Update and maintain Operating System and application software at least monthly and whenever critical security updates are available.

REQUIREMENTS

• At least one year experience installing, operating, maintaining and troubleshooting various computer operating systems (Windows, Mac, Linux, iOS, Android, etc.), as well as experience in various techniques, requirements and methods, including systems management software concepts and functions in order to install, maintain, and repair computer hardware and software.
• All support personnel must possess “CompTIA Security+” or other acceptable cybersecurity workforce certifications as required in DoD 5270 at the IAT-2 level -or- obtain certification within 12 months of being assigned to the contract.

SECURITY CLEARANCE REQUIREMENT

Currently holds a T3 DoD SECRET clearance is required. Candidate selected will be subject to a Government background investigation and must meet eligibility requirements for access to classified information.