Help Desk Technician

Lentech Inc. • Columbia, MD

4d • $75,000 - $80,000 • Onsite

About The Position

Lentech is hiring an ENTRY LEVEL help desk technician. This is a rotating shift work position, operating 7 days a week, 365 days a year. The schedule is generally 4 days on, 3 days off, with 10-hour work days. The role involves working within a small team to provide 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.

Requirements

• Active and current TS.SCI w FSP through MD
• Zero (0) years of demonstrated Help Desk experience required with a Bachelor's degree.
• Minimum one (1) year of Help Desk experience with an Associate degree.
• Minimum two (2) years of Help Desk experience with a High School diploma.
• Any degree from an accredited college or university is acceptable.
• Compliance with DOD 8570.01-M with a minimum certification of IAT Level I.
• A+, CCNA-Security, NET+, SSCP, Security+

Responsibilities

• Provide health and status monitoring and taking 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.
• Troubleshoot customer accounts and users’ ability to log on to the collaboration environment.
• Provide basic instructions on how to use services to both external and internal customers.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level