Help Desk Technician

Lentech, Inc.; Columbia (MD); On-site; USD 40,000 - 55,000; Full time

Job summary

Lentech, Inc. is seeking an ENTRY LEVEL help desk technician in Columbia, Maryland. The role involves rotating shift work, primarily providing support and monitoring services for users of collaboration tools on a government intranet.

Ideal candidates will possess security clearance and meet specific educational requirements. Responsibilities include troubleshooting, documenting outages, and assisting with customer service via various communication platforms.

Qualifications

• Active and current TS.SCI w FSP.
• Compliance with DOD 8570.01-M with IAT Level I certification required.

Responsibilities

• Provide service availability monitoring and help desk support.
• Troubleshoot customer accounts and logon issues.
• Document outage information and communications.

Skills

Help Desk experience

Basic troubleshooting

ServiceNow ticket system

Customer service

Communication skills

Education

Bachelor's degree

Associate degree

High School diploma

Job description

Lentech is hiring an ENTRY LEVEL help desk technician.

Responsibilities

• Rotating Shift work position: 7 days a week, 365 days a year. Generally, 4 days on, 3 days off, with 10 hour work days.
• 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, escalated as needed.
• Troubleshoot customer accounts and users’ ability to log on to the collaboration environment.
• Provide basic instructions on how to use services to both external and internal customers.

Required

• Active and current TS.SCI w FSP through MD through MD

Education

• Zero (0) years of demonstrated Help Desk experience required with a Bachelor's degree.
• Minimum one (1) year of Help Desk experience with an Associate degree.
• Minimum two (2) years of Help Desk experience with a High School diploma.
• Any degree from an accredited college or university is acceptable.
• Compliance with DOD 8570.01-M with a minimum certification of IAT Level I. A+, CCNA-Security, NET+, SSCP, Security+