Help Desk Specialist - Level 0
About The Position
Stratum Networks is seeking a Help Desk Specialist 0 to support a client in the Annapolis Junction, MD area. This role provides first response/Tier 1 support for internet-like collaboration services hosted on a government intranet. The specialist will work with a small team to ensure service availability, monitor system health, and troubleshoot issues using Standard Operating Procedures (SOPs). This position requires supporting a rotating shift schedule 365 days a year, 4 days a week for 10 hours a day, with shifts from 6am-4pm and 12pm-10pm. Candidates must possess an active TS/SCI with Polygraph clearance.
Requirements
- Ability to support a rotating shift schedule, including weekends.
- High School diploma.
- TS/SCI with Polygraph clearance.
- DoD 8570 Compliance with IAT level 1.
Nice To Haves
- No demonstrated Help Desk experience required.
Responsibilities
- Provide support 365 days a year on a rotating shift schedule.
- Perform first response/Tier 1 help desk support.
- Monitor service availability and health for collaboration services.
- Take appropriate measures during service outages.
- Utilize SOPs to perform basic troubleshooting, including restarting services and servers.
- Document and communicate outage information to colleagues and customers.
- Respond to customer service requests via phone, email, chat, and tickets.
- Document all communications in a ServiceNow ticket system.
- Escalate tickets as needed.
- Provide basic instructions on service usage to customers.
- Troubleshoot customer accounts and user logon issues.
Benefits
- Up to 3 weeks paid vacation
- 11 paid holidays
- Eligible for health care (single and family) immediately
- 401(k) plan with employer match
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
