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Help Desk Specialist - Entry
Ref No.: 20-06282
Location: Aberdeen, Maryland 21005, Maryland
Title: Help Desk Entry
Location: Aberdeen MD
Duration: Full Time

Clearance: Secret level to start

Required Knowledge, Skills & Abilities

• Must be able to demonstrate knowledge of customer service and customer support principles and methods.
• Must be able to report, respond to, and resolve customer requests.
• Must be able to install, configure, upgrade, and troubleshoot hardware and software components.

Functional Responsibility

• Create tickets with basic user information and forward to the Tier 1 & 2 Service desk queue for further evaluation.
• Answer initial calls for all user issues at the TSC including IT, Security and Facilities issues in the building.
• Monitor ticketing queue and work on assigned tickets.
• Resolve all issues based on priority for unclassified and classified networks.
• Communicate effectively with users and update tickets with all relevant information.