Tier 2 Service Desk with Security Clearance

Job Description: We are in need of a Tier 2 T/S SCI Poly to work mid shift on a modified panama shift to support the Defense Intelligence Agency. Candidates must be able SCI eligible and be able to obtain a POLY. Supporting worldwide DIA (Defense Intelligence Agency) as the First point of contact for IT problem resolutions, helping to increase user satisfaction, reduce resolution time, and consolidate and standardize remote and in-field customer support at the enterprise level. Position Description:
Resolves technical problems and answer queries by telephone or self-service ticket in support of internal and/or outside customer computer hardware, software, network, system/application access, and telecommunications systems. Diagnoses, identifies, isolates, and analyzes problems utilizing historical database records. May route calls to product line specialists, application, or system support specialists. Maintains and updates records and tracking databases. Essential Job Functions:
- Provides first contract and incident resolution to customer with H/W, S/W and application problems. This includes both customer telephone support as well as electronically submitted requests. - Provides Polite and customer friendly service support for problem resolution. - Attempt to resolve as many incidents during your first contact, or at Tier 2. Efficiently escalates to higher Tier III when required. - Documents incidents status and solutions in incident database tools - Possesses current working knowledge of computers, printers, laptops, and common windows applications. - Works through various types of Tier III issues with telephone assist - Provides answers to Frequently Asked Questions or solution to common problems as part of a customer self-help capability. -Flexibility necessary, as shifts very. There will be 1 weekend a month and eligibility to make a shift move after a few months of being in the role (however, this will effect the pay rate at that time). Requirements:
8570 IAT II ( or sec+) certification required to be obtained within 120 days of start date
A+, HDI, ITIL Foundation OR Microsoft 365