Responsible for supporting the program / project / client to deliver Technology Infrastructure Services to meet customer business needs and expectations.
Receives and responds to routine / basic customer problems, issues, requests. As the entry point for customers, documents, notifies proper department / desk, escalates as necessary, and tracks and follows up on all incidents.
Combines demonstrated technical qualities with exceptional customer service in daily responsibilities.Update Help Desk Standard Operations Procedures (SOPs);
Tactics, Techniques, and Procedures (TTPs); and user Frequently Asked Questions (FAQs)Provide customer onboarding and offboarding.
Provide account management support.Provide 24 / 7 Tier 1 support for all environments and networks supporting end users.Route Tier 2 / 3 tickets to appropriate sustainment teamsProcess all IT SM tickets to completion.
Assist Cyber Operations with continuous monitoring activities.Participate in training, testing, and exercises related to incident response and contingency planning.
Required QualificationsActive TS security clearance and eligible for SCI and NATO read-on prior to starting work.Meet the DoD requirements for a privileged user on a TS / SCI information system prior to starting work - DoD 8140 / 8570.
01-m requirements.Minimum QualificationsBachelor’s degree in an area related to the labor category with at least 2 years’ experience in providing Tier 1 support of a TS / SCI system.
Experience may be substituted for a degree.Other Job Specific SkillsExcellent customer service skillsUses a knowledge document to work independently with general supervision and maintains a high-degree of professional conduct at all timesExcellent communication and interpersonal skillsGood problem solving and analytical skillsTechnical experience in : Microsoft Windows Operating SystemsMicrosoft OfficeNetwork ConnectivityPrint ServicesE-Mail and Internet mailBasic PC usage and troubleshootingAbility and desire to build additional technical skillsAbility to interact effectively with othersAbility to follow instructions to produce desired resultsAptitude to multi-task workloadsAbility to remain calm and courteous in periods of stressAbility to work with broad range of experience levelsGood administrative and organizational skillsWillingness to work overtime and varying hours as required
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