Previous Job
Previous
Help Desk Entry
Ref No.: 17-13696
Location: Aberdeen, Maryland 21005, Maryland
Segment:Federal
JPAS:YES
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.