Help Desk II
Help Desk II
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Salary Not Disclosed
1 Vacancy
Job Description
Role: Help Desk II
Location: Fort Meade MD (Onsite)
Duration: Full time role
Job Summary:
The position involves documenting monitoring and resolving reported issues while ensuring adherence to operational service level standards. The specialists will utilize product information and solution databases for thorough research and troubleshooting delivering comprehensive solutions. The candidate will offer guidance on issue resolution approaches and escalate issues as needed. Moreover responsibilities extended to supporting software and device installations/upgraded. setting up user profiles and maintaining use accounts to meetup response time and quality service level standards.
Essential Job Functions: As a member of the platform support team the engineer will utilize Jira Service Manger tools and vSphere to monitor and maintain the PCTE platform guaranteeing its peak performance. They will oversee the creation of user accounts address platform issues raised by users and ensure swift resolutions. Furthermore they will incorporate use feedback for ongoing improvements to the customer experience. This comprehensive support encompasses system categorized under Unclassified Sec/REL and Top Secrets security levels.
Required Clearance: For this role an active Top Secret/Sensitive Compartmented Informa on (TS/SCI) clearance with either Full Scope or Counterintelligence (CI) Polygraph is mandatory.
Required Skills:
- Possess strong written and verbal communications skills to collaborate seamlessly within a team environment and support stake holders
- Display meticulous attention to detail while entering user information to ensure accuracy maintaining a commitment to error rates below 5% minimizing the need for corrective actions.
- Ability to analyze real world problems and implement solutions following corporates guidelines industry best practices and established procedures.
- Offer professional level support for IT virtual environments and networks functions addressing a range of technical challenges
- Thrives as a selfstarter in a dynamic and fast paced environment collaborating effectively with engineers of varying skills levels and experience.
- Display sensitivity and adaptability to meet customers need and requirements effectively.
Employment Type
Full Time
