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Helpdesk Support
Ref No.: 18-07493
Location: Fort Belvoir, Virginia
Segment:Federal
JPAS:YES
Job Title: Helpdesk Support
Duration: Full time
Location: Fort Belvoir, VA

Certification: Security+ CE Certification (or higher)

Description:
  • Experience in configuring IT hardware (workstations, monitors, printers, switch boxes).
  • Experience working with Windows 7, Microsoft Server 2008 and 2012, Active Directory and various software applications including the full MS Office suite.
  • Experience working in a 24/7/365 environment providing continuous support to users and critical operations monitoring and escalation.
  • 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.
  • Create tickets with basic user information and forward to the Tier 1 & 2 Service desk queue for further evaluation.
  • 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