Responsible for supporting the program/project/client to deliver Technology Infrastructure Services to meet customer business needs and expectations. Receives and responds to routine/basic customer problems, issues, requests. As the entry point for customers, documents, notifies proper department/desk, escalates as necessary, and tracks and follows up on all incidents. Combines demonstrated technical qualities with exceptional customer service in daily responsibilities.

• Update Help Desk Standard Operations Procedures (SOPs); Tactics, Techniques, and Procedures (TTPs); and user Frequently Asked Questions (FAQs)

• Provide customer onboarding and offboarding.

• Provide account management support.

• Provide 24/7 Tier 1 support for all environments and networks supporting end users.

• Route Tier 2/3 tickets to appropriate sustainment teams

• Process all IT SM tickets to completion.

• Assist Cyber Operations with continuous monitoring activities.

• Participate in training, testing, and exercises related to incident response and contingency planning.

Required Qualifications

• Active TS security clearance and eligible for SCI and NATO read-on prior to starting work.

• Meet the DoD requirements for a privileged user on a TS/SCI information system prior to starting work - DoD 8140 / 8570.01-m requirements.

Minimum Qualifications

• Bachelor’s degree in an area related to the labor category with at least 2 years’ experience in providing Tier 1 support of a TS/SCI system. Experience may be substituted for a degree.

Other Job Specific Skills

• Excellent customer service skills

• Uses a knowledge document to work independently with general supervision and maintains a high-degree of professional conduct at all times

• Excellent communication and interpersonal skills

• Good problem solving and analytical skills

• Technical experience in:

• • Microsoft Windows Operating Systems
• • Microsoft Office
• • Network Connectivity
• • Print Services
• • E-Mail and Internet mail
• • Basic PC usage and troubleshooting

• Ability and desire to build additional technical skills

• Ability to interact effectively with others

• Ability to follow instructions to produce desired results

• Aptitude to multi-task workloads

• Ability to remain calm and courteous in periods of stress

• Ability to work with broad range of experience levels

• Good administrative and organizational skills

• Willingness to work overtime and varying hours as required