Help Desk Support Specialist 1

Location: Oak Ridge, TN
Date Posted: 10-04-2018
All qualified resumes will be responded to within 24 hours
This position involves responding to problems as reported by the customer, learning the established procedures for support, recording incidents on a proprietary incident tracking system. Response to these problems includes isolating and troubleshooting the incident cause, resolution or escalation, notification of appropriate System and Network Administrators, and tracking the repair progress. The analyst will work relatively independently with users to provide customized solutions utilizing company standard software products and services. Current hours of operation are 24 x 7 except holidays. Flexibility with schedule to meet the customer's need is required.
Education and Experience Requirements: A high school degree or equivalent and two or more years of technical training or related experience is required.
Clearance Requirements:  This position requires that candidates be able to obtain an ADP2/IT-2 Certificate of Public Trust.
Required Skills: The candidate must be able to work under general supervision, applying best practices and established procedures. Although working with a team, the candidate will be the subject matter expert for Federal Retirement Thrift Investment Board support and must be able to diagnose, troubleshoot and document new issues. The candidate interacts daily with supervisor, peer groups, and customers and must demonstrate excellent verbal and written communication and customer service. This is a helpdesk position and the candidate will need to be able to remain at a desk providing support over the phone for extended periods of time. Agent will be expected to communicate effectively via email. Experience with incident tracking, best help desk practices, Microsoft Office Products, and basic NOC and SOC understanding.
Desired Skills: An adaptive problem solver with well-balanced technical experience should be able to demonstrate a history of addressing progressively difficult technical challenges.), Spectrum, TrustWave, Active Directory,  ServiceNow, and SharePoint is a plus. Prior Helpdesk experience is strongly preferred. Technical certifications, such as Security+, CCNA, ITIL or other relevant certifications a plus. Active or previous ADP2/IT-2 Certificate of Public Trust or other DoD issued security clearance.
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