The Help Desk 0 p rovides 24x7 Help Desk support as defined by first response / Tier 1 support. Provides phone and in-person support to users in the areas of e-mail, LAN / WAN, directories, standard desktop images and applications, COTS and GOTS applications.
Serves as the initial point of contact for troubleshooting all IT related problems, including hardware / software, passwords, and printer problems.
- 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 and 2 responses 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
Required Qualifications :
- No demonstrated Help Desk experience required. High School diploma is required.
- DoD 8570 Compliance with IAT level 1 is required.
- Active TS / SCI Clearance with Polygraph required
Equal Employment and Diversity
CyberCore has, on many occasions, expressed support and commitment to the principles of diversity and equal employment opportunity.
It is CyberCore’s policy to recruit, hire, train, and promote individuals, as well as administer all personnel actions, without regard to race, color, national or ethnic origin, pregnancy, age, religion, disability status, sex, sexual orientation, gender identity and expression, veteran status, genetic information or any other characteristic protected under applicable federal or state law.
CyberCore will not tolerate unlawful discrimination and any such conduct is prohibited. CyberCore is committed to ensuring that CyberCore’s workforce and volunteers reflect America’s diverse population.
CyberCore knows that such diversity will enrich the company with the talent, energy, perspective and inspiration we need to achieve our mission.
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