Tier 2 Help Desk

Location: Washington, DC
Date Posted: 07-05-2018
We are seeking a Tier 1 Help Desk candidate for a full time position in Washington, DC. All applicants must have an active Top Secret clearance and professional hands-on experience. No Exceptions!!

Primary Responsibilities:
  • Provide user support and customer service on classified computer applications and platforms.
  • Troubleshoot problems and advise on the appropriate action.
  • Provide Tier 1 help desk support for classified network environment.
  • Works directly with users across multiple Federal agencies to provide assistance in resolving IT problems.
  • Documents issues and works to resolve problems or escalates to the appropriate individual or team.
  • Based on established processes, grants access to classified applications
  • Familiarity with Public Key Infrastructures (PKIs). Can help users in using certificates for the first time, installing certificates in their browsers, etc.
  • Prepare metrics indicating the quantity of calls/emails responded to as well as the types of issues in order to view trends Primary
 
Skills Required:
  • Working knowledge of fundamental operations of relevant software, hardware and other equipment
  • Knowledge of relevant call tracking applications Knowledge and experience of customer service practices
  • Strong customer service skills Experience supporting a classified network or system in a classified help desk environment
  • Excellent oral and written communication skills Excellent problem analysis and solving skills
  • Adaptable and able to work in a high stress / active environment
  • Strong organizational skills
  • Good to attention to detail and follow through Intimate knowledge of Microsoft Office products
  • Experience working with Microsoft Active Directory, User Accounts and Understanding of PKI
  • Familiarity or experience with the Intelligence Community
  • Knowledge of Microsoft Office Suite Mobile communications background
  • Experience with Entrust Experience with mobile devices Experience with RSA ITIL V3, MCP, A+, Security+, Network+ Certification
CLEARANCE:
 Must possess an active TS clearance (SCI preferred) and ability to obtain a Q/SCI clearance. To ensure Q clearances are processed in a timely manner (3-6 months), candidates must be natural born citizens. It is recommended not to consider candidates with immediate family members that are not natural born citizens as the processing time will likely exceed 6 months. Immediate family members include parents, siblings, spouse/partner, children.

 
 
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