Service Desk/ Helpdesk Specialist

Service Desk Technician The technician will begin each workday with a review of all open service requests and prioritize based on DoDDS-E mission requirements and Educational Technician feedback. These informal meetings will take place on a daily basis to identify open action items, set work priorities, and ensure that the immediate goals align with DoDDS-E objectives. Team members will coordinate with staff at the earliest possible time to schedule all future action items. Scheduled outages, system preventative maintenance or any item that requires future coordination will be scheduled in accordance with DoDDS-E mission requirements to ensure disruption of educational activities. Enter support requests in tracking system, triage request and coordinate with appropriate Tier 2 support personnel. * Respond, track and follow-up to telephone, email and team member requests for support * Provide support to end users on a variety of issues * Assist users with all system capabilities such as: office programs, scanning, printing, digital rights management, file recovery, document and track user account creation, termination requests, reset requests, etc. * Assist users with system policies such as: session timeouts, password complexity, and mandatory change. * Associates Degree in a technical discipline, or the equivalent combination of education, technical training, or work/military experience. * 1-3 years of directly related experience supporting help desk operations or customer service. Mandatory Requirements (Conditions of Employment): * DoD Clearance: - DoD Active Secret Clearance or Secret Clearance Eligibility * DoD 8570 Level II All Candidates must meet DoD 8570 level II. This means that they must possess at a minimum (or can get prior to starting) the following certification: * CompTIA Security+ CE Higher level certifications that will work as well: * SCNP Security Certified Network Professional * SSCP System Security Certified Practitioner * CISSP Certified Information Systems Security Professional * SCNA Security Certified Network Architect * GISO GIAC Information Security Officer * GSE GIAC Security Expert * Any secondary computing environment certification (CE) from CompTIA, Microsoft, Cisco, etc. Desired Skills: * Experience working with people * Ability to verbally describe how to use an application, system, etc. * Demonstrated patience * Experience working with monitoring tools and creating metric reports * Help Desk/O&M Experience * Strong interpersonal and consultative skills * Excellent and demonstrated listening skills * Excellent and demonstrated verbal and written proficiency in English * MS Windows and Office experience * Strong organizational, prioritization, time and resource management skills * Ability to execute tasks in a high-pressure, constantly changing environment with tight deadlines * Strong troubleshooting; use of SCCM, Active Directory * Ability to learn quickly and independently