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Form of workProvides 365 days, 4 days a week, 10 hour a day Shift (0600 - 2200) Help Desk support as defined by first response/Tier 1 support.
Work with a 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
Required Skills, Experience, and Education: Three (3) years of Help Desk experience with a Bachelor’s Degree in a Business, Technical or Math related field. Five (5) years with an Associate’s Degree or seven (7) years’ experience may be substituted for the Bachelor’s Degree.
Required Clearance: Candidate must have a TS/SCI polygraph clearance; DoD 8570 Compliance with IAT level 1 is required.
Founded in 1987, IMG is a leading small business that exemplifies competence, integrity and follow-through. We consistently provide customer focused professional services, which ensures our company is recognized for continually exceeding expectations. We believe that at the core of our success stand our people. Our people have provided professional services in the Information Technology field for our customers with a commitment to customer satisfaction for more than 35 years.Information Management Group, Inc. is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.
