Help Desk Support Specialist, Jr / Tier 1 Service Desk (Multiple Openings)

Location: Springfield, VA
Job Location:
Springfield, VA (NGA New Campus East-NCE) or St. Louis, MO (NGA New Campus West-NCW)

Clearance Required:
Must be a U.S. Citizen and possess a current and active TS/SCI clearance granted by the Department of Defense or an Intelligence Community agency. Must be able to pass a Counterintelligence (CI) Polygraph.

Assured Consulting Solutions provides strategic and innovative solutions for customer needs across the business, technology, and organizational spectrum. As a member of our team, you will have the chance to work with customers that are both Government and industry leaders and technology innovators.

We are looking for a highly-motivated Help Desk Support Specialist to join our team and provide Tier 1 Single Point of Contact (SPOC) IT service desk support.

Responsibilities include, but are not limited to:
  • Provide 24x7x365 Tier 1 call center support for all NGA users worldwide; 
  • Create a ticket in the NGA-approved incident management system for all support calls received;
  • Attempt First Contact Resolution (FCR) for all requests received;
  • Provide first contact account resets, unlocking, troubleshooting, and security issue/error resolution;
  • Maintain and update the searchable knowledge base of recent common questions and answers for service desk agents that is integrated with the call logging/incident management system and ensure the knowledge base is in a format that can be easily shared;
  • Maintain and update the ability to contact live service desk agents via a virtual chat capability; 
  • Provide visibility into ESD operations and trends in customer contacts through comprehensive on-line reporting and analysis capabilities
  • ​Responsible for providing technical assistance and support related to computer systems, hardware, or software;
  • Responds to queries, runs diagnostic programs, isolates problem, and determines and implements solution;
  • Writes training manuals and trains computer users;
  • Responds to email or chat messages for customers seeking help;
  • Asks questions to determine nature of problem;
  • Walks customers through problem-solving process;
  • Runs diagnostic programs to resolve problems;
  • Follows up with customers to ensure issue has been resolved;
  • Gains feedback from customers about system usage;
  • Runs reports to determine malfunctions that continue to occur
Required Qualifications:
  • DoD 8570 Compliance IAT I (SSCP, A+ CE, CCNA-Security, Network+ CE) with the appropriate Enterprise Desktop Support Technician computing environment certificate (currently MCIPT: Enterprise Desktop Support Technician on Windows 7) for the tools and devices supported

Education Qualifications:
Requires a Bachelor's degree in Engineering, Computer Science, or a related field. Four (4) years of related experience may be substituted for a degree.

04-07 years w/ High School Diploma
00-03 years w/ Bachelor's Degree

Position Type: Full-Time

Shift: Day
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