Job Description
CANDIDATES ARE REQUIRED TO HAVE AN ACTIVE TS/SCI WITH POLYGRAPH TO BE CONSIDERED FOR THE POSITION.
RESPONSIBILITIES:
- Develop an understanding of the numerous process flows to other IT systems, create and maintain user accounts
- Create Help Desk tickets in the designated ticket tracking system, provide an initial acknowledgment to the end user validating receipt of the ticket
- If possible, resolve ticket, communicate resolution to the end user and obtain customer sign-off before closing ticket. If unable to resolve thoroughly document ticket with actions taken in an attempt to resolve and escalate ticket in accordance with
- Assist users with account creation, accessing and using IT systems
- Update Standard Operating Procedures documents to adapt to new system functionality or configuration changes
- Analyze, log and track issue and problem tickets related to Intel ink application
- Compile and organize data for monthly status reports
- Provide trend analysis and metrics to the Government based on gathering data and monthly status reports
- Provide daily written and oral communications, make recommendations for improving documentation
- Ensure compliance with security procedures for data handling, participate in planning sessions for process improvement
- Update and maintain the Help Desk Handbook to stay consistent with current processes and procedures
- Provide recommendation to the Government on issues/problems identified and reported in trend analysis
- Attend weekly meeting to apprise the Government on the status of tickets and any issues/problems with resolving tickets
• 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
IMPORTANT: DoD 8570 Compliance with IAT level 1 is required.
REQUIREMENTS:
- Three (3) years of Help Desk experience.
- Bachelor's Degree in a Business, Technical or Math related field OR Five (5) years’ experience with an Associate's Degree OR Seven (7) years’ experience may be substituted for the Bachelor's Degree.
- TS/SCI with Polygraph.