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Help Desk (Tier Level 2)
Ref No.: 18-04709
Location: Fort Lee, Virginia
Work Authorization:US Citizen
Position: Help Desk
Location: Fort lee, VA

Clearance: Interim Secret Clearance or higher

Certification: Security+ CE 

Required Knowledge
3 years' experience for tier 1
  • 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.