Help Desk Specialist 0

The Help Desk Level 0 Specialist provides first-line monitoring and customer support for collaboration services hosted on a government intranet. This role operates in a rotating shift schedule to provide 24/7/365 coverage. The Help Desk Specialist is responsible for monitoring service availability, performing basic troubleshooting using established SOPs, documenting outages, responding to customer requests, and supporting a large and diverse user community. The position requires strong communication skills, attention to detail, and the ability to follow procedures in a fast-paced operational environment., * Support a rotating shift schedule providing 24/7/365 coverage, typically four (4) days on and three (3) days off, with 10-hour shifts.

• Monitor service availability and system health for government intranet collaboration services.
• Take appropriate actions during service outages by following SOPs to conduct basic troubleshooting, identify issues, and restart services and/or servers.
• Document and communicate outage information to co-workers and customers.
• Provide Tier 1 customer support via phone, email, chat, and ticketing systems.
• Document all customer interactions and actions in the ServiceNow ticketing system, escalating tickets as necessary.
• Troubleshoot customer account issues and support users experiencing login difficulties.
• Provide basic user instructions for collaboration services to internal and external customers.

Do you have experience in Ticketing system technical support?, Do you have a High school diploma or GED?, Bachelor’s degree with zero (0) years of Help Desk experience; OR Associate degree with a minimum of one (1) year of Help Desk experience; OR High School diploma with a minimum of two (2) years of Help Desk experience. Certifications: Compliance with DoD 8570.01-M with a minimum IAT Level I certification (A+, CCNA-Security, NET+, SSCP, Security+).

3.83.8 out of 5 stars Columbia, MD 21046 $80,000 - $95,000 a year - Contract