Help Desk Specialist, Level 1

Gladiatoremergence; Fort Meade (MD); Hybrid; USD 48.000 - 78.000; Vollzeit

Zusammenfassung

Gladiatoremergence seeks a Level 1 Help Desk Specialist to support Fort Meade, MD on-site with TS/SCI + Full Scope Poly clearance. The role involves handling user accounts, creating and updating tickets, and escalating where necessary while ensuring adherence to security procedures.

Candidates should have at least one year of Help Desk experience and a relevant technical or business degree. Two years of experience with an Associate degree can substitute for a Bachelor's.

Qualifikationen

• 1 year of Help Desk experience required.
• Bachelor's degree in Technical, Math or Business or equivalent.
• Two years of Help Desk experience with an Associate degree or three years' experience may substitute for a Bachelor's.

Aufgaben

• Operate Help Desk ticketing and acknowledge tickets.
• Resolve or escalate tickets with documented actions.
• Assist users with account creation and system access.
• Log and route tickets to Tier 2 support as needed.
• Prepare monthly status reports and provide trend analysis.
• Ensure data handling complies with security procedures.

Kenntnisse

Help desk

Ticketing

Documentation

Security procedures

Communication

Ausbildung

Bachelor's degree in Technical/Math/Business

Tools

Ticket tracking system

Jobbeschreibung

GJB-0063 Fort Meade, MD TS/SCI + Full Scope Poly On-site $47,837 – $77,837

The Level 1 Help Desk Specialist shall possess the following capabilities:

• Develop an understanding of the numerous process flows to other IT systems, create and maintain user accounts Create Help
• Desk tickets in the designated ticket tracking system, provide an initial acknowledgement to the end user validating receipt of the ticket
• If possible resolve ticket, communicate resolution to the end user and obtain customer sign-off before closing ticket
• If unable to resolve thoroughly document ticket with actions taken in an attempt to resolve and escalate ticket in accordance with applicable processes
• Assist users with account creation, accessing and using IT systems Update Standard Operating
• Procedures documents to adapt to new system functionality or configuration changes Receive, triage and route tickets to Tier 2 Help
• Desk according Analyze, log and track issue and problem tickets
• Compile and organize data for monthly status reports
• Provide trend analysis and metrics to the
• Government based on gather data and monthly status reports
• Provide daily written and oral communications, make recommendations for improving documentation
• Ensure compliance with security procedures for data handling, participate in planning sessions for process improvement

Qualifications

One (1) year demonstrated Help Desk experience Bachelor's degree in a Technical, Math or Business discipline from an accredited college or University is required Two (2) years of Help Desk experience with an Associates or three (3) years experience may be substituted for a Bachelor's degree

Clearance

TS/SCI + Full Scope Poly, required at start.