Role details

Contract type

Permanent contract

Employment type

Full-time (> 32 hours)

Experience level

Experienced

Experience required

4 years minimum

Compensation

$81,000.0 - $85,000.0

Working hours

Regular working hours

Job source

www.clearancejobs.com

Tech stack

Issue Tracking Systems Servicenow

Job description

• Provide service availability monitoring and help desk support for internet-like collaboration services hosted on a government intranet for a large 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 coworkers 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 customer.
• Troubleshoot customer accounts and users’ ability to logon to the collaboration environment

Requirements

• TS/SCI with Polygraph
• Four (4) years Help Desk experience with an Associate’s degree. In lieu of experience, a Bachelor’s Degree may be substituted.
• Compliance with DoD 8570.01-M with a minimum certification of IAT Level I (SEC+, CCNA, A+, Net+)

Apply for this position

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Apply on www.clearancejobs.com

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