Tier 1 Help Desk GW - TS/SCI Poly required with Security Clearance

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Job description

Tier 1 Help Desk GW - TS/SCI Poly required Annapolis Junction, MD Information Technology Apply Now The Tier 1 Help Desk shall have the following responsibilities: • Assist help desk operations at the shift or small help desk level. Assist non-exempt support staff. • Ensure the help desk staff uses the required tools and software to identify, document, track and resolve reported problems. • Trains, coaches, and mentor's employees on how to deliver the best customer service and achieve the team Service Level Agreements. • Maintains and enhances customer services by organizing and evaluating service and delivery systems, and procedures. • Works with other department supervisors to promote a high morale environment and assist other functions of the service desk as needed. • Analyzes help desk activities and develop tools and process improvements to optimize service • Assist staff in recognizing, identifying, isolating, and resolving problems with information systems products and services • Simulates or recreates user problems to resolve operating difficulties • Recommends systems modifications to reduce user problems Mandatory skills: TS/SCI with FS Poly Bachelors degree and five years technical experience OR ten years technical experience Customer service ServiceNow Ticketing System IAT Level 1 certificate (CompTIA A+ CE, CompTIA Network+ CE) is required within 6 months of start date. Apply Now

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