Tier II Helpdesk Specialist with Security Clearance

Responsibilities:
• Provide support personnel that provide real-time remote (secure and unsecure phone, email, chat) systems support, resolve basic system issues and service requests using personal system knowledge and a knowledge repository of known system issues and corrective actions.

• Responsible for requirements gathering from the users and coordination of the service / delivery activities with the external organizations to resolve the users identified issue.

• Provide user base with instruction and assistance to establish accounts, procure laptops and interface with the Capabilities Help Desk.

• Perform quality control checks and tracking for all account paperwork, including interface with the Information Assurance and Security Offices prior to account form submission.

• Manage SharePoint pages on three networks (U/S/TS) and ensure the pages are up-to-date and provide customers with both self-help procedures as well as ways to escalate IT. Desired Requirements:
• TS/SCI with counter-intelligence polygraph.

• 5 years of experience in IT related work.

• BS degree in Computer Science, Cyber Security, Computer Information or Information Systems field from an accredited college or university. Can be mitigated by an additional 2 years of experience in IT related work (for a total of 7 years of experience overall).

• IT Level II certification