Help Desk Specialist II in Laurel MD

Summary

Help Desk Specialist II

Federal Data Systems, Inc Posted on 2022-11-23

Salary	Not mentioned
Location	Laurel, MD
Type	Full-time

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Job Description

Position Summary:

Federal Data Systems is looking for a Help Desk Specialist with a TS/SCI Full Scope Poly clearance to support our customer in Laurel, MD.

Essential Job Functions:

• Provides 24/7/365 rotating schedule Help Desk support as defined by first response/Tier 1 and Tier 2 support.
• Provides phone and in-person support to users in the areas of e-mail, LAN/WAN, directories, standard desktop images & applications, COTS and GOTS applications.
• Serves as the initial point of contact for troubleshooting all IT related problems, including hardware/software, passwords, and printer problems.
• Rotating Shift work position with a small team providing service availability monitoring and help desk support for internet-like collaboration services hosted on a government intranet for a large and diverse community of users.
• Provide health and status monitoring, and taking appropriate measures when a service outage occurs. Utilize SOPs to perform basic troubleshooting steps to identify the problem, then restart service and/or servers to resolve the issue.
• Document and communicate outage information to co-workers and customers.
• Provide tier 1 and 2 response to customer service requests received via phone, email, chat, and tickets.
• Document all communications in a ServiceNow ticket system, escalate tickets as needed.
• Provide basic instructions on how to use services to both external and internal customers.
• Troubleshoot customer accounts and users’ ability to logon to the collaboration environment.

Minimum Required Qualifications:

• Due to the nature of this position and the information that employees will be required to access, U.S. Citizenship is required.
• Three (3) years of Help Desk experience with a Bachelor’s degree in a Business, Technical, Math, or Business discipline from an accredited college or University is required OR five (5) years of experience with an Assoicate »s Degree OR seven (7) years of experience with a High School Diploma.
• Required Security Clearance: TS/SCI with Full Scope Poly.
• DoD 8570 Compliance with IAT level 2 certification is required.

Working Conditions:

Work is typically based in a busy office environment and subject to frequent interruptions. Business work hours are normally set from Monday through Friday 8:00am to 5:00pm, however some extended or weekend hours may be required. Additional details on the precise hours will be informed to the candidate from the Program Manager/Hiring Manager.

Physical Requirements:

May be required to lift and carry items weighing up to 25 lbs. Requires intermittent standing, walking, sitting, squatting, stretching, and bending throughout the workday.

Background Screening/Check/Investigation:

Successful Completion of a Background Screening/Check/Investigation will be required as a condition of hire.

Benefits:

Federal Data Systems, LLC offers competitive compensation, a flexible benefits package, career development opportunities that reflect its commitment to creating a diverse and supportive workplace. Benefits include, not all-inclusive – Medical, Vision & Dental Insurance, Paid Time-Off & Company Paid Holidays, Personal Development & Learning Opportunities.

Other:

This employer participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S.

Federal Data Systems, LLC (FEDDATA) is an Equal Opportunity/Affirmative Action Employer that does not unlawfully discriminate in any of its programs or activities on the basis of race, color, religion, sex, age, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other basis prohibited by applicable law. We strive to create a diverse, inclusive and respectful work culture that values all.

Company description:

confidential