TS/SCI Service Desk Intermediate

Job Description

• Provides first contact and incident resolution to customers with hardware, software, and application problems. Includes both customer telephone support as well as electronically submitted requests
• Provides polite and friendly customer service
• Attempts to resolve as many incidents as possible during the first contact, or at Tier I. Efficiently escalates incidents to higher Tier II or Tier III when required
• Documents incident status and solutions in incident database tools
• Possesses current working knowledge of computers, printers, laptops, and common windows applications
• 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. The hourly pay for this role ranges from $30-$36/hr based on experience.

Skills and Requirements

*LCAT: Bachelors degree + 2 years IT exp, Associates degree + 4 years IT exp, HS diploma + 8 years IT exp

• Certs: one of the following IAT Level 2: security+, CCNA security, CySA+, GICSP, GSEC, SSCP
• Willing to obtain computing environment cert (Microsoft cert or Azure cert) within 180 days of starting
• Perform STIGs & IAVAimplementation for system devices, perform imaging of systems, CERP replacement, etc.
• Ability to interact with customers on a daily basis providing guidance and procedures concerning account requests, e-mail, home directories, file access/storage, local procedures, etc. as required to ensure mission success

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal employment opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment without regard to race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to [email protected].