Help Desk Specialist - Level 0

Stratum Networks•Annapolis Junction, MD

4d•Onsite

About The Position

Stratum Networks is seeking a Help Desk Specialist 0 to support a client in the Annapolis Junction, MD area. This role is part of a small team providing service availability monitoring and help desk support for internet-like collaboration services hosted on a government intranet. The services support a large and diverse community of users. The position requires rotating shift work, operating 365 days a year, 7 days a week, 24 hours a day. Candidates must possess an active TS/SCI with Polygraph clearance.

Requirements

Four (4) years demonstrated Help Desk experience with an Associate's degree.
In lieu of experience, a Bachelor's Degree may be substituted.
Compliance with DoD 8570.01-M with a minimum certification of IAT Level I (SEC+; CCNA; A+; Net+).
Active TS/SCI with Polygraph clearance.

Responsibilities

Provide health and status monitoring and take 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.