Help Desk Specialist L0 KBX

Help Desk Specialist L0 KBX - TS/SCI Poly required Annapolis Junction, MD Apply Now Tier 1 Intelink Services Help Desk opportunity: Rotating Shift work position, 365 days a year, 7 days a week, 24 hours a day Four (4) years demonstrated Help Desk experience with an Associate's degree. In lieu of experience, a Bachelor's Degree may be substituted. Certifications: Compliance with DoD 8570.01-M with a minimum certification of IAT Level I (SEC+; CCNA; A+; Net+) TS/SCI clearance with FS Poly required Small team providing service availability monitoring and help desk support for internet-like 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 co-workers 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. Apply Now