Help Desk Specialist

T-Rex Solutions•Fort Meade, MD

21d•$80,000 - $100,000

About The Position

T-Rex is seeking a fully cleared Help Desk Specialist to support an Intelligence Community program in the Fort Meade, Maryland area. The position is part of a small team that monitors service availability and provides help desk support for internet-like collaboration services hosted on a government intranet for a large and diverse user community. This is a rotating-shift position supporting services seven days a week, 365 days a year. The typical schedule is four days on and three days off, with 10-hour workdays and no overnight shifts. The specialist monitors service health and status, follows SOPs to troubleshoot issues, takes appropriate steps during outages, documents and communicates outage information, and provides tier 1 and 2 customer support. Customer requests arrive by phone, email, chat, and tickets, and communications are documented in ServiceNow.

Requirements

Demonstrated Help Desk experience: one year with a bachelor's degree, three years with an associate degree, or five years with a high school diploma.
Any degree from an accredited college or university is acceptable.
Compliance with DOD 8570.01-M and a minimum IAT Level I certification. Listed examples include A+, CCNA-Security, NET+, SSCP, and Security+.
Active and transferable U.S. government-issued TS/SCI with FSP security clearance.

Responsibilities

Monitor the health, status, and availability of collaboration services hosted on a government intranet.
Take appropriate measures when a service outage occurs.
Use SOPs to perform basic troubleshooting, identify problems, and restart services and/or servers to resolve issues.
Document and communicate outage information to co-workers and customers.
Provide tier 1 and tier 2 responses to customer service requests received by phone, email, chat, and tickets.
Document all communications in the ServiceNow ticket system and escalate tickets as needed.
Troubleshoot customer accounts and users’ ability to log on to the collaboration environment.
Provide instructions on how to use services to internal and external customers.