Service Desk Support Specialist Tier 1

Cherokee Federal•Dahlgren, VA

2h•Onsite

About The Position

A Tier -1 Service Desk Support Specialist provides technical assistance and support for incoming queries and issues related to computer systems, software, and hardware for the Joint Warfare Analysis Ctr (JWAC). The role ensures efficient and effective resolution of IT-related issues to maintain smooth business operations. This is a full-time onsite opportunity.

Requirements

Three (3) to seven (7) years of help desk experience or related technical field experience.
Security+ certification (or higher) for IAT II certification and maintain technical and management certifications as per DoDM 8140.03.
Compliance with DoW and Command's Cyber Security policies.
Must be able to pass the DoW privileged user account exam covering relevant material and maintain standards and requirements for administrative accounts.
Experience in computer set-up, configuration, and troubleshooting.
Experience with software associated with the Standard Desktop Configuration (e.g., MS Office, Adobe, authorized Web Browsers).
U.S. Citizenship.
Active TS clearance SCI/SAP eligibility.
Must pass pre-employment qualifications of Cherokee Federal.

Responsibilities

Provide walk-in and live, onsite telephone coverage during NSH;
Answers customer telephone calls and emails to the Service Desk during NSH;
Monitors voicemails, emails, and Teams requests for service and/or help;
Records any additional information obtained from the user in the ITSM system;
Assigns ticket priority based on the applicable Standard Operating Procedures (SOP);
Performs initial diagnosis and analysis of incidents and provide immediate resolution and recovery, if possible;
Provides effective hand-off escalation of incidents that cannot be addressed by the initial contact;
Updates ticket by adding worklog information as required;
Monitors status of all open tickets and escalate, as appropriate;
Coordinates resolution with other internal and external teams, as appropriate;
Provides advice and guidance to users regarding restoration of interrupted service and outage communication;
Account-related services for user issues (when users are on and/or off JWAC facility premises): creation, deletion, unlock, password reset;
Picks up equipment from the JWAC JP Assets division, deliver it to a user, install it, and troubleshoot any issues.
Removes hardware when needed. Equipment to be delivered/installed and/or removed will include workstations, monitors, KVMs, peripherals, VoIP phones, printers, and other typical office equipment and hardware.
Configures, installs, and troubleshoots JWAC-approved laptops, desktops, printers, network-connected copiers, scanners, and other office IT equipment;
Performs system deployment, i.e., build/rebuild of Windows 10/11 workstations (physical and virtual), build of Windows 2016/2022 servers (physical and virtual), build of Red Hat Linux systems;
Provides first line of customer support, responsible for obtaining necessary information from the customer and either providing the solution or escalating to Tier 2 support;
Assists the JWAC Registry and Assets divisions with inventories, shall perform as JIRA administrator for Service Desk Automations, shall contact vendors for third-party support and shall escort when necessary, as well as performing records management (e.g., recording personnel incoming and departing).