Help Desk Agent

Field incoming help requests from end users via both ServiceNow tickets and e-mail in a courteous manner.

Coordinate with multiple support teams and vendors for escalations, and ensure we minimize work stoppages while accurately documenting problems

Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.

Apply diagnostic utilities to aid in troubleshooting.

Identify and learn appropriate software and hardware used and supported by the organization.

Understand and comply with all contractual SLAs, policies and procedures

Document and create reports tracking user and system metrics.

Utilize established troubleshooting and process documentation.

Contribute to team documentation with new or documentation updates.

Active SECRET clearance

2+ years of relevant in an incident management and/or customer service role.

CompTIA Security+ Certification or another DoD 8570 IAT II Certification.

DISA or DoD experience

Analytical skills used to troubleshoot mobile devices, application and certificate related issues.

The ability to break down technological processes and deliver clear, step-by-step instructions

Good written and oral communication skills.

Strong problem-solving skills and ability to identify root cause.

Ability to conduct research into a wide range of application issues as required.

Preferred Skills:

Experience with MDM tools

Experience with PKI support and smart card enablement

Experience with Purebred

Excellent compensation commensurate with experience in related field(s) and performance

Major medical, dental and vision

Paid holidays

Paid Time Off (PTO)

401k and company matching