Helpdesk

PRISM+ • Colorado Springs, CO

76d • Onsite

About The Position

Provide frontline support for user-reported issues related to hardware, software, networking, telephony, and user account access

Log, track, and resolve incidents using the government-provided trouble ticketing system

Respond to calls and emails, provide timely updates to users, and close tickets upon confirmation of issue resolution

Escalate unresolved issues following the approved Escalation Plan

Support the use of COTS/custom applications, peripheral devices, and backup systems

Document daily operational activities and participate in status reporting

Requirements

• Must hold an active Secret clearance
• Per contract requirements, all candidates must be a US Citizen without dual citizenship
• 3+ years of relevant experience (up to 2 years of experience may be substituted with education)
• This role supports systems with 24x7x365 uptime. All candidates must be within commutable distance. There are no opportunities for telework.
• This role supports a 24x7 Operations Center. All candidates must be willing and able to perform up to 12-hour shifts, including weekends and holidays, on a rotating basis throughout the year.

Responsibilities

• Provide frontline support for user-reported issues related to hardware, software, networking, telephony, and user account access
• Log, track, and resolve incidents using the government-provided trouble ticketing system
• Respond to calls and emails, provide timely updates to users, and close tickets upon confirmation of issue resolution
• Escalate unresolved issues following the approved Escalation Plan
• Support the use of COTS/custom applications, peripheral devices, and backup systems
• Document daily operational activities and participate in status reporting

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed
• Number of Employees: 101-250 employees