Help Desk Technician (Current Full Scope Polygraph and Active TS/SCI Clearance Required)

J&T; Fort Meade (MD); On-site; USD 42,000 - 52,000; Full time

Job summary

J&T is seeking a Level 1 Help Desk Specialist in Fort Meade to resolve tickets at the first level, triage to Tier 2, and generate monthly status reports. You will work with various IT systems, create and maintain user accounts, and document processes for efficient support.

The role requires experience in help desk operations, adherence to security procedures, and strong communication to provide updates and recommendations for improving documentation.

Qualifications

• 1 year of Help Desk experience with a Bachelor's Degree in Business, Technical, or Math related field.
• 3 years of Help Desk experience with an Associate degree.
• 5 years of Help Desk Experience with a High School Diploma.
• DOD 8570 Compliance with IAT Level 1 is required.
• Active TS/SCI security clearance with a current polygraph is required.

Responsibilities

• Utilize work aids to resolve tickets at lowest level of support.
• Receive, triage, and route tickets to Tier 2 Help Desk accordingly.
• Compile and organize data for monthly status reports.
• Develop an understanding of process flows to other IT systems and create and maintain user accounts.
• Create Help Desk tickets in the designated tracking system and acknowledge receipt.
• Assist users with account creation and accessing IT systems.
• Update Standard Operating Procedure documents for new system functionality or configuration changes.
• Analyze, log and track issue and problem tickets related to Intelink application; provide trend analysis and metrics to the Government.
• Ensure compliance with security procedures for data handling and participate in process improvement planning.
• Provide daily written and oral communications; make recommendations for improving documentation.

Skills

Help Desk experience

Security clearance

TS/SCI with polygraph

IAT Level 1

Education

Bachelor's Degree in Business/Technical/Math

Associate degree

High School Diploma

Job description

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

• Utilize work aids to resolve tickets at lowest level of support
• Receive, triage, and route tickets to Tier 2 Help Desk accordingly
• Compile and organize data for monthly status reports
• 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
• Assist users with account creation, accessing and using IT systems
• Update Standard Operating Procedure documents to adapt to new system functionality or configuration changes
• Analyze, log and track issue and problem tickets related to Intelink application
• Provide trend analysis and metrics to the Government based on gather data and monthly status reports
• Ensure compliance with security procedures for data handling, participate in planning sessions for process improvement
• Provide daily written and oral communications, make recommendations for improving documentation

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

• Utilize work aids to resolve tickets at lowest level of support
• Receive, triage, and route tickets to Tier 2 Help Desk accordingly
• Compile and organize data for monthly status reports
• 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
• Assist users with account creation, accessing and using IT systems
• Update Standard Operating Procedure documents to adapt to new system functionality or configuration changes
• Analyze, log and track issue and problem tickets related to Intelink applicationProvide trend analysis and metrics to the Government based on gather data and monthly status reports
• Ensure compliance with security procedures for data handling, participate in planning sessions for process improvement
• Provide daily written and oral communications, make recommendations for improving documentation

Required Skills

• One (1) year of demonstrated Help Desk experience with a Bachelor's Degree in a Business, Technical, or Math related field
• Three (3) years of Help Desk experience with an Associate degree
• Five (5) years of Help Desk Experience with a High School Dipolma.
• DOD 8570 Compliance with IAT Level 1 is required
• Active TS/SCI security clearance with a current polygraph is required