TS/SCI Service Desk Intermediate

Required Skills & Experience

*LCAT: Bachelors degree + 2 years IT exp, Associates degree + 4 years IT exp, HS diploma + 8 years IT exp

• Certs: one of the following IAT Level 2: security+, CCNA security, CySA+, GICSP, GSEC, SSCP
• Willing to obtain computing environment cert (Microsoft cert or Azure cert) within 180 days of starting
• Perform STIGs & IAVAimplementation for system devices, perform imaging of systems, CERP replacement, etc.
• Ability to interact with customers on a daily basis providing guidance and procedures concerning account requests, e-mail, home directories, file access/storage, local procedures, etc. as required to ensure mission success

Job Description

• Provides first contact and incident resolution to customers with hardware, software, and application problems. Includes both customer telephone support as well as electronically submitted requests
• Provides polite and friendly customer service
• Attempts to resolve as many incidents as possible during the first contact, or at Tier I. Efficiently escalates incidents to higher Tier II or Tier III when required
• Documents incident status and solutions in incident database tools
• Possesses current working knowledge of computers, printers, laptops, and common windows applications
• Works through various types of Tier II issues with telephone assist
• Provides answers to Frequently Asked Questions or solutions to common problems as part of a customer self-help capability. The hourly pay for this role ranges from $30-$36/hr based on experience.