Tier 1 Help Desk Support

Mission First Inc.; Maryland; On-site; USD 65,000 - 90,000; Full time

Job summary

A leading IT service provider in Maryland is seeking a dedicated IT Support Specialist to respond to internal and external IT service requests. Requires U.S. Citizenship, active TS/SCI with Poly, and relevant experience in IT service management. Ideal candidates should have a background in Microsoft Office applications and a degree in Computer Science or equivalent. This role offers the opportunity to work on diverse IT requests in a dynamic environment.

Qualifications

• Must be U.S. Citizen.
• Must have active TS/SCI with Poly.
• Must have certification DoD 8570 IAT Level 1.
• 5 years’ experience with BS Degree or 10 years in lieu of a degree.
• Minimum of 1 year experience with Microsoft Office applications.

Responsibilities

• Respond to internal and external IT Service Requests for Unix and NT servers.
• Log and track inquiries using service request management database.
• Categorize, generate, and route customer requests.
• Promptly categorizes, generates, routes and escalates, when necessary, customer requests that are escalated beyond the ITSC area of responsibility.

Skills

Service Request Management

User Notification

Customer Request Escalation

Microsoft Office Suite

5 years’ experience / 10 years in lieu

MS Office (Outlook Word Excel)

Education

BS Degree in Computer Science or equivalent

Tools

SupportIT

ServiceNow

Job description

Description

MUST BE U.S. CITIZEN
MUST HAVE ACTIVE TS/SCI WITH POLYGRAPH

• Responds to internal and external IT Service Requests for IT service on both Unix and NT servers.
• Provides user notification of receipt of Web- or email-submitted requests.
• Logs and tracks inquiries using service request management database and maintains history records and related documentation.
• Promptly categorizes, generates, routes and escalates, when necessary, customer requests that are escalated beyond the ITSC area of responsibility.

Requirements

• Must be U.S. Citizen
• Must have active TS/SCI with Poly
• Must have certification DoD 8570 IAT Level 1
• 5 years’ experience with BS Degree (Computer Sci or equivalent) OR 10 years’ experience in lieu of BS Degree
• Minimum of 1 year of experience with background in Microsoft Office applications to include Outlook, Word, and Excel.

Desired:
Experience in ticket management system like SupportIT and Service now
Unix experience is not required but is a plus.