Help Desk Support Specialist, Mid / Tier 1 Service Desk

Location: Springfield, VA
Education and Experience Required:
Requires a Bachelor's degree in Engineering, Computer Science, or a related field and at least three (3) years of related experience. Four (4) years of related experience may be substituted for a degree.

Clearance Required:
Must be a U.S. Citizen and possess a current and active Top Secret clearance with SCI access and CI Polygraph granted by the Department of Defense or an Intelligence Community agency

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

Background:
A Federal Services information technology (IT) customer requires support of the enterprise IT environment. Under this contract, Assured Consulting provides direct assistance to the customer in IT services ranging from process engineering to systems administration with a core focus on customer engagement and satisfaction resulting in expedited throughput and deployment of mission based assets and services. 

Assured Consulting Solutions is seeking a highly motivated Help Desk Support Specialist to provide Tier 1 Single Point of Contact (SPOC) IT service desk support. Job responsibilities will 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
 
Job Requirements:
  • 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
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