Help Desk
Help Desk
Posted on :
17-03-2025
Employer Active
1 Vacancy
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Job Description
Provides support 365 days a year. Shifts are rotating 4 days a week 10 hours a day. Shifts are 6am 4pm and 12pm to 10pm. Help Desk support as defined by first response/Tier 1 support. Work with a small team providing service availability monitoring and help desk support for internetlike 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 coworkers and customers Provide tier 1 and 2 response to customer service requests received via phone email chat and tickets. Document all communications in a ServiceNow ticket system escalate tickets as needed Provide basic instructions on how to use services to both external and internal customers Troubleshoot customer accounts and users ability to logon to the collaboration environment Train and mentor junior members of the team
IMPORTANT: DoD 8570 Compliance with IAT level 1 is required.
Requirements
Three 3 years of Help Desk experience with a Bachelors Degree in a Business Technical or Math related field. Five 5 years with an Associates Degree or seven 7 years experience may be substituted for the Bachelors Degree.
Employment Type
Full-Time
Key Skills
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