Help Desk Specialist

Athenix Cyber & SIGINT Solutions, LLC•Annapolis Junction, MD

1d•$65,000 - $121,000

About The Position

Athenix Solutions Group is hiring multiple Help Desk Specialists for a large program in the Annapolis Junction, Maryland area. The role provides 24x7 first-response, Tier 1/Level 1 Help Desk support by phone and in person. Specialists assist users with e-mail, LAN/WAN, directories, standard desktop images and applications, and COTS and GOTS applications. They are the initial point of contact for troubleshooting IT issues, including hardware, software, passwords, and printers. Duties and qualifications vary by level, from Level 0 through Level 3. All openings require an active TS/SCI with polygraph clearance to start.

Requirements

All openings require a TS/SCI with polygraph clearance to start.
Level 0: Four years of demonstrated Help Desk experience and an associate degree; a bachelor's degree may substitute for the experience.
Level 0: DoD 8570.01-M compliance with a minimum IAT Level I certification.
Level 1: Two years of demonstrated Help Desk experience and a bachelor's degree in a technical, math, or business discipline from an accredited college or university. Four additional years of Help Desk experience with an associate degree, or six years of experience, may substitute for the bachelor's degree.
Level 1: DoD 8570.01-M compliance with a minimum IAT Level I certification.
Level 2: Five years of Help Desk experience and a bachelor's degree in a business, technical, or math-related field. An additional seven years of experience with an associate degree, or an additional nine years of experience, may substitute for the bachelor's degree.
Level 2: At least two years of demonstrated experience in the domain area.
Level 2: DoD 8570.01-M compliance with a minimum IAT Level II certification.
Level 3: Six years of Help Desk experience and a master's degree in a technical, business, or math-related field. An additional ten years of experience with an associate degree, an additional eight years with a bachelor's degree, or an additional twelve years of experience may substitute for the master's degree.
Level 3: At least four years of demonstrated experience in the domain area.
Level 3: DoD 8570.01-M compliance with a minimum IAT Level II certification.

Responsibilities

Use work aids to resolve tickets at the lowest level of support.
Receive, triage, and route tickets to the Tier 2 Help Desk.
Compile and organize data for monthly status reports.
Develop an understanding of process flows to other IT systems and create and maintain user accounts.
Create Help Desk tickets in the designated ticket-tracking system and acknowledge receipt to end users.
Assist users with account creation and with accessing and using IT systems.
Update Standard Operating Procedures to reflect new system functionality or configuration changes.
Analyze, log, and track issue and problem tickets related to the Intelink application.
Provide trend analysis and metrics to the Government based on collected data and monthly status reports.
Ensure compliance with security procedures for data handling and participate in process-improvement planning sessions.
Provide daily written and oral communications and recommend documentation improvements.
Attend weekly meetings to inform the Government about ticket status and issues or problems with ticket resolution.
Update and maintain the Help Desk Handbook to reflect current processes and procedures.
Recommend actions to the Government regarding issues and problems identified in trend analysis.
Provide daily supervision and direction to Help Desk staff responsible for phone and in-person user support, including e-mail, LAN/WAN, directories, standard desktop images and applications, and COTS and GOTS applications.