Service Desk Tier 1 Support

AMERICAN SYSTEMS is an employee-owned federal government contractor supporting national priority programs through our strategic solutions in the areas of Information Technology Test & Evaluation Program Mission Support Engineering & Analysis and Training.

• ProvidesTier 1 Service Desk supportfor users of DLSA systems services and components.
• Serves as thefirst point of contactfor basic user support requests and incidents.
• Resolves routine issues includingbasic user questions password resets and account access issues.
• Documents incidents service requests troubleshooting actions and resolutions in the designated ticketing system.
• Escalates issues requiring more detailed technical analysis or engineering support toTier 2/Tier 3 support personnel.
• Supports Service Desk performance in accordance with required service level agreements includingfirst point of contact within 24 hours or next business dayandresolution within 72 hours from ticket creation.
• Communicates effectively with users regarding ticket status follow-up actions and resolution details.
• Supports daily user and help desk operations during the required support window ofMonday through Friday 8:00 AM to 5:00 PM Central Time.

• Associates degree in Information Technology Computer Science Information Systems Cybersecurity or related field; equivalent military training or relevant experience may be substituted.
• Experience: 3 - 5 Years
• Active Secret Clearance.
• Experience providingTier 1 help desk or service desk supportin an enterprise IT environment is required.
• Must be able to perform functions independently requiring minimal supervision and oversight.
• Experience resolvingbasic user support issues including password resets and account access issues is necessary.
• Experience withServiceNow IT ticketing systemis required.
  Ability to document track triage and escalate help desk tickets efficiently is essential.
• Strong communication and customer service skills are required to support end users in a professional manner.
• Ability to work within defined Service Desk SLAs and operational procedures is required.
• Certifications:Security