Help Desk Specialist - Level 0

Stratum Networks; Maryland; On-site; USD 65,000 - 89,000; Full time

Benefits offered by this job

3 weeks paid vacation

11 paid holidays

401(k) with employer match

Health care

Job summary

Stratum Networks is seeking a Help Desk Specialist to support a DoD/IC client in the Annapolis Junction, MD area. Candidates must have an active TS/SCI with polygraph.

This rotating shift role offers 65k–89k USD depending on experience, with benefits including vacation, holidays, 401(k), and healthcare. The position requires four years of help desk experience or a related degree, plus DoD 8570.01-M IAT Level I certification.

Qualifications

• Four (4) years demonstrated Help Desk experience with an Associate's degree. In lieu of experience, a Bachelor's Degree may be substituted.
• Certifications: DoD 8570.01-M with a minimum certification of IAT Level I (SEC+, CCNA, A+, Net+).

Responsibilities

• Provide tier 1 response to customer service requests via phone, email, chat, and tickets.
• Document all communications in a ServiceNow ticket system and escalate 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.

Skills

Help desk

Customer service

Troubleshooting

Ticketing

Education

Associate's degree

Bachelor's degree substituted for experience

Tools

ServiceNow

Job description

Stratum Networks is a rapidly growing information assurance and cybersecurity solutions company that provides high-end network and security consulting to Department of Defense and Intelligence Community clients. We are looking for a talented and passionate Help Desk Specialist 0 who would support one of our clients located in the Annapolis Junction, MD area.

CANDIDATES ARE REQUIRED TO HAVE AN ACTIVE TS/SCI WITH POLYGRAPH TO BE CONSIDERED FOR THE POSITION.

RESPONSIBILITIES

Ability to hire for this position is pending award of the contract to KBX.

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 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 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 logon to the collaboration environment.

Salary: $65k - $89k depending on experience and contract. Excellent benefits package, including up to 3 weeks paid vacation and 11 paid holidays. Eligible for health care (single and family) immediately. 401(k) plan with employer match available.

REQUIREMENTS

Four (4) years demonstrated Help Desk experience with an Associate's degree. In lieu of experience, a Bachelor's Degree may be substituted. Certifications: Compliance with DoD 8570.01-M with a minimum certification of IAT Level I (SEC+; CCNA; A+; Net+).

STRATUM NETWORKS OVERVIEW

Stratum Networks is a rapidly growing information assurance and cybersecurity solutions company with expert knowledge of implementing secure infrastructure, providing security integration, development, assessment and training solutions. Our high-end network and security consulting to Department of Defense and Intelligence Community clients create robust, secure network infrastructure, policies, and procedures for local and global, terrestrial and satellite networks.

As leading experts in their fields, our certified and highly experienced network, software development, IT support and security professionals are able to provide the necessary design, implementation, and consulting services to meet the demanding requirements of mission-critical networks. To learn more, visit www.stratumnet.com .

Stratum Networks, Inc is an equal opportunity employer, who participates in E-Verify. All qualified applicants will receive consideration for employment without regard to race, color, national origin, gender, religion, age, disability, veteran’s status, or any other classification as required by applicable law.