Job description

Service Desk Specialists position

Location- Annapolis Junction, MD

Qualifier: Active TS/SCI clearance

Can obtain and maintain CI Polygraph

Training is on the job during the scheduled weekend shift

Program Overview:

Together with our partners, we will provide customers worldwide with a security operations center consisting of Self-Help Knowledge Portals, remote Service Desk resolution support, and in-field customer engagement support. The ESOC team will be the first point of contact for IT problem resolutions helping to increase user satisfaction, reduce resolution time, and consolidate and standardize remote and in-field customer support at the enterprise level.

Position Description:

Resolves technical problems and answers queries by telephone or self-service ticket in support of internal and/or outside customer computer hardware, software, network, system/application access, and telecommunications systems. Diagnoses, identifies, isolates, and analyzes problems utilizing historical database records. May route calls to product line specialists, application, or system support specialists. Maintains and updates records and tracking databases. Alerts management to recurring problems and patterns of problems. This position does require employees to work one weekend day a month.

Responsibilities:

• Provides first contact and incident resolution to customers with H/W, S/W, and application problems include both customer telephone support as well as electronically submitted requests.
• Provides polite and customer-friendly service support for problem resolution.
• Attempts to resolve as many incidents during the first contact, or at Tier 1.
• Efficiently escalates incidents to higher Tier 2 or Tier 3 when required.
• Documents incident status and solutions in incident database tools.
• Works through various types of Tier II issues with telephone assist.
• Provides answers to Frequently Asked Questions or solutions to common problems as part of a customer self-help capability.

Required Qualifications:

• High School degree or equivalent required, Bachelor's degree preferred.
• DoD 8570 compliance or information assurance certification commensurate with technical objectives and services required by the government customer.
• Applicable software or hardware training and certifications commensurate with the government customer's technical objectives, services required, and IT environment.
• Possesses current working knowledge of computers, printers, laptops, and common windows applications.

Clearance Requirements:

Active TS/SCI clearance; must be able to obtain and maintain CI Polygraph

Job Type: Full-time

Schedule:

• Monday to Friday

Application Question(s):

• Active TS/SCI clearance Can obtain and maintain CI Polygraph
• Must be US Citizen.

Experience:

• customer service: 4 years (Required)
• working with computers, printers, laptops: 4 years (Required)
• telephone assist: 4 years (Required)

License/Certification:

• CompTIA Security Plus (Required)

Security clearance:

• Top Secret (Required)

Work Location: In person

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