Tier 1 Intelink Services Help Desk opportunity:
- Rotating Shift work position, 365 days a year, 7 days a week, 24 hours a day
- Four (4) years demonstrated Help Desk experience with an Associate's degree. In lieu of experience, a Bachelor's Degree may be substituted. Certifications: Compliance with DoD 8570.01-M with a minimum certification of IAT Level I (SEC+; CCNA; A+; Net+)
- TS/SCI clearance with FS Poly required
- Small team providing service availability monitoring and help desk support for internet-like collaboration services hosted on a government intranet for a large and diverse community of users.
- 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.
- Provide basic instructions on how to use services to both external and internal customers.
- Troubleshoot customer accounts and users’ ability to logon to the collaboration environment.