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Help Desk Specialist (2nd Shift)
Ref No.: 20-04685
Location: Vienna, Virginia
Segment:Federal
JPAS:YES
Title: Help Desk Analyst Tier 1 & Tier 2
Location: Downtown DC and Vienna VA
Duration: Full Time
Clearance: Top Secret


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.
  • Must be able to present formal and informal training and assistance to customers.
  • Must be able to demonstrate knowledge of knowledge-based applications.
  • Must be able to participate in the planning and delivery of a full range of customer support services to the organization.
  • 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.
  • Escalate issues to leadership as needed including after hours and weekend sending emails and calling on call support.
  • Support on-site shift operations 24/7/365.
  • 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.
  • Additional & 2 duties as assigned.