Help Desk Specialist L1 with Security Clearance

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

Job summary

Black Eagle Defense seeks a Help Desk Specialist L1 to provide 24x7 Tier 1 support for the organization’s IT services. You will assist users via phone and in person with email, LAN/WAN access, directories, standard desktop images, and COTS/GOTS software, acting as the first contact for troubleshooting hardware and software issues.

Responsibilities include ticket creation in ServiceNow, user account management, and communicating outages or incident status while coordinating with Tier 2 when

Qualifications

• Two years of Help Desk experience with a Bachelor's degree, or six years with an Associate's degree substituted.
• Willingness to rotate shifts 24/7.
• Experience with government intranet collaboration services.
• Familiarity with creating and managing user accounts.
• Knowledge of the ServiceNow ticketing system.

Responsibilities

• Provide 24x7 Help Desk support as Tier 1/Level 1.
• Offer phone and in-person assistance for email, LAN/WAN, directories, and standard desktop images.
• Troubleshoot hardware/software issues, password resets, and printer malfunctions.
• Serve as the initial point of contact for IT-related issues.

Skills

Ticket triage

Customer support

Communication

Documentation

Education

Bachelor's degree or higher

Associates degree substitution

Tools

ServiceNow

Job description

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 Compliance with DoD 8570.01-M with a minimum certification of IAT Level I, such as:
• CompTIA Security+ (SEC+)
• Cisco Certified Network Associate (CCNA)
• CompTIA A+
• CompTIA Network+ (Net+)