The Tier 1 Help Desk shall have the following responsibilities:
● Assist help desk operations at the shift or small help desk level. Assist non-exempt support staff.
● Ensure the help desk staff uses the required tools and software to identify, document, track and resolve reported problems.
● Trains, coaches, and mentor’s employees on how to deliver the best customer service and achieve the team Service Level Agreements.
● Maintains and enhances customer services by organizing and evaluating service and delivery systems, and procedures.
● Works with other department supervisors to promote a high morale environment and assist other functions of the service desk as needed.
● Analyzes help desk activities and develop tools and process improvements to optimize service
● Assist staff in recognizing, identifying, isolating, and resolving problems with information systems products and services
● ​Simulates or recreates user problems to resolve operating difficulties
● Recommends systems modifications to reduce user problems

Mandatory skills: 

• TS/SCI with FS Poly
• Bachelors degree and five years technical experience OR ten years technical experience 
• Customer service
• ServiceNow Ticketing System
• IAT Level 1 certificate (CompTIA A+ CE, CompTIA Network+ CE) is required within 6 months of start date.