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Helpdesk Specialist
Ref No.: 18-04098
Location: Fort Lee, Virginia
Work Authorization:US Citizen
Segment:Federal
JPAS:YES
Position: Help Desk (Tier Level 1/2/3)
Location: Fort lee, VA
Clearance: Secret Clearance

Certification: Security+ CE and Windows 7 Certification

Required Knowledge
3 years' experience for tier 1
5 years' experience for tier 2
8 years' experience for tier 3

• 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.
• Escalate issues to leadership as needed including after hours and weekend sending emails and calling on call support.
• Maintain access to email accounts, mailboxes, distribution groups, personal storage tables (PSTs) and calendars.
• Assist with hardware decommissioning.
• Connect printers to applicable network.
• Serve as the first point of contact for troubleshooting hardware/software, computer systems, printer issues and multiple unclassified and classified networks.
• Create, unlock and disable Active Directory accounts. Account creations include external networks.