What are the responsibilities and job description for the Help Desk Specialist - Level 2 position at Stratum Networks?
Stratum Networks is a rapidly growing information assurance and cybersecurity solutions company that provides high-end network and security consulting to Department of Defense and Intelligence Community clients. We are looking for a talented and passionate Help Desk Specialist 2 who would support one of our clients located in the Annapolis Junction, MD area.
CANDIDATES ARE REQUIRED TO HAVE AN ACTIVE TS/SCI WITH POLYGRAPH TO BE CONSIDERED FOR THE POSITION.
RESPONSIBILITIES:
Provides support 365 days a year. Shifts are rotating, 4 days a week, 10 hours a day. Shifts are 6am – 4pm and 12pm to 10pm. Help Desk support as defined by first response/Tier 1 support.
As our Help Desk Specialist 2, your day-to-day responsibilities could include:
- Develop an understanding of the numerous process flows to other IT systems, create and maintain user accounts
- Create Help Desk tickets in the designated ticket tracking system, provide an initial acknowledgment to the end user validating receipt of the ticket
- If possible, resolve ticket, communicate resolution to the end user and obtain customer sign-off before closing ticket. If unable to resolve thoroughly document ticket with actions taken in an attempt to resolve and escalate ticket in accordance with
- Assist users with account creation, accessing and using IT systems
- Update Standard Operating Procedures documents to adapt to new system functionality or configuration changes
- Analyze, log and track issue and problem tickets related to Intel ink application
- Compile and organize data for monthly status reports
- Provide trend analysis and metrics to the Government based on gathering data and monthly status reports
- Provide daily written and oral communications, make recommendations for improving documentation
- Ensure compliance with security procedures for data handling, participate in planning sessions for process improvement
- Update and maintain the Help Desk Handbook to stay consistent with current processes and procedures
- Provide recommendation to the Government on issues/problems identified and reported in trend analysis
- Attend weekly meeting to apprise the Government on the status of tickets and any issues/problems with resolving tickets
Provides 365 days, 4 days a week, 10 hour a day shift (0600 - 2200) Help Desk support as defined by first response/Tier 1 and 2 support.
Work with a small team providing service availability monitoring and help desk support for internet-like collaboration services hosted on a government intranet for a large and diverse community of users
• Provide health and status monitoring, and taking appropriate measures when a service outage occurs. Utilize SOPs to perform basic troubleshooting steps to identify the problem, then restart service and/or servers to resolve the issue.
• Document and communicate outage information to co-workers and customers
• Provide tier 1 response to customer service requests received via phone, email, chat, and tickets.
• Document all communications in a ServiceNow ticket system, escalate tickets as needed
• Provide basic instructions on how to use services to both external and internal customers
• Troubleshoot customer accounts and users’ ability to logon to the collaboration environment
IMPORTANT: DoD 8570 Compliance with IAT level 1 is required.
Salary: $74k - $101k depending on experience and contract.
Excellent benefits package, including up to 3 weeks paid vacation and 11 paid holidays. Eligible for health care (single and family) immediately. 401(k) plan with employer match available.
REQUIREMENTS:
- Three (3) years of Help Desk experience.
- Bachelor's Degree in a Business, Technical or Math related field OR Five (5) years’ experience with an Associate's Degree OR Seven (7) years’ experience may be substituted for the Bachelor's Degree.
- TS/SCI with Polygraph.
STRATUM NETWORKS OVERVIEW:
Stratum Networks is a rapidly growing information assurance and cybersecurity solutions company with expert knowledge of implementing secure infrastructure, providing security integration, development, assessment and training solutions. Our high-end network and security consulting to Department of Defense and Intelligence Community clients create robust, secure network infrastructure, policies, and procedures for local and global, terrestrial and satellite networks.
As leading experts in their fields, our certified and highly experienced network, software development, IT support and security professionals are able to provide the necessary design, implementation, and consulting services to meet the demanding requirements of mission-critical networks. To learn more, visit www.stratumnet.com.
Stratum Networks, Inc is an equal opportunity employer, who participates in E-Verify. All qualified applicants will receive consideration for employment without regard to race, color, national origin, gender, religion, age, disability, veteran’s status, or any other classification as required by applicable law.
Salary : $74,000 - $101,000
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