Help Desk Specialist
Help Desk Specialist
Posted on :
17-03-2025
Employer Active
1 Vacancy
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Job Description
Provides 365 days 4 days a week 10 hour a day ShiftHelp 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 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
IMPORTANT: DoD 8570 Compliance with IAT level 1 is required.
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 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
IMPORTANT: DoD 8570 Compliance with IAT level 1 is required.
Requirements
No demonstrated Help Desk experience required.
High School diploma is required.
Required Experience:
Unclear Seniority
Employment Type
Full-Time
Key Skills
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