Help Desk Specialist L1

Black Eagle Defense; Corridor North (MD); On-site; USD 60,000 - 100,000; Full time

Job summary

Black Eagle Defense seeks a Help Desk Specialist L1 to provide 24x7 support for a large user community. You will handle email, LAN/WAN connectivity, directories, and standard desktop images and applications, including COTS and GOTS software.

The role is the initial point of contact for troubleshooting hardware and software, password resets, and printer issues, with tickets tracked in ServiceNow and escalation to Tier 2 as needed.

Qualifications

• Two years of Help Desk experience with a Bachelor's degree OR six years of experience with an Associate's degree substituted.
• Rotating Shift work position, 365 days a year, 7 days a week, 24 hours a day.
• Experience providing service availability monitoring and help desk support for intranet-based collaboration services.

Responsibilities

• Provide 24x7 Help Desk support as Tier 1/Level 1 for users.
• Assist users with email, LAN/WAN, directories, and standard desktop images/apps.
• Serve as the initial point of contact for hardware/software troubleshooting.
• Handle password resets and printer malfunctions; log and track issues.

Skills

Ticket triage

End-user support

Tier 2 escalation

Documentation & SOP updates

Account creation & access

Password reset & basic troubleshooting

Issue tracking (ServiceNow)

User communication

Education

Bachelor's degree

Associate's degree substitution

Tools

ServiceNow

Job description

SALARY RANGE

$60,000 - $100,000/year

DUTIES

As a successful candidate for the Help Desk Specialist L1 role, you will provide 24x7 Help Desk support as defined by first response/Tier 1/Level 1 support. You will offer phone and in-person assistance to users in areas such as e-mail, LAN/WAN connectivity, directories, standard desktop images and applications, as well as COTS and GOTS software. You will serve as the initial point of contact for troubleshooting IT-related issues, including hardware/software problems, password resets, and printer malfunctions.

Required Skills

• Utilize work aids to resolve tickets at the lowest level of support
• Receive, triage, and route tickets to Tier 2 Help Desk
• Compile and organize data for monthly status reports
• Develop an understanding of numerous process flows to other IT systems; create and maintain user accounts
• Create Help Desk tickets in the designated ticket tracking system and provide an initial acknowledgment to the end user confirming receipt
• Assist users with account creation, access, and usage of IT systems
• Update Standard Operating Procedure documents to reflect new system functionality or configuration changes
• Analyze, log, and track issue and problem tickets related to the Intelink application

QUALIFICATIONS

• Two (2) years of demonstrated Help Desk experience with an Bachelor's degree OR Six (6) years of experience, and an Associates' Degree may be substituted.
• Rotating Shift work position, 365 days a year, 7 days a week, 24 hours a day.
• 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 the 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, elevate 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 in to the collaboration environment.

CERTIFICATIONS

• CompTIA Security+ (SEC+)
• Cisco Certified Network Associate (CCNA)
• CompTIA A+
• CompTIA Network+ (Net+)