Job Summary
The Help Desk Specialist is responsible for delivering comprehensive Tier 1 support on a 24/7 basis, addressing various IT issues and overseeing the management of tickets related to hardware, software, and user accounts. This role encompasses the compilation of status reports and performing trend analysis while providing guidance to the help desk team.
Responsibilities
- Deliver around-the-clock Tier 1 support for IT-related inquiries.
- Troubleshoot and resolve issues concerning hardware and software.
- Manage user account inquiries and ticketing processes.
- Compile and present status reports for ongoing IT support efforts.
- Conduct trend analysis to identify common issues and improve processes.
- Provide supervision and assistance to help desk personnel.
Qualifications
- Must hold a TS/SCI clearance with polygraph.
- Compliance with DoD 8570.01-M IAT certification standards is required.
- Education and experience requirements vary; candidates can qualify with an Associate’s degree plus four years of relevant experience or a Master’s degree with six years of experience.
