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Recently postedEmployeeTechnology

Help Desk Level 1 with Security Clearance

IT-CNPFort Meade, MD🇺🇸United States

Quick overview

SeniorityMid Senior
Employment typeEmployee
Work modeHybrid
LocationFort Meade, MD, United States

Job description

Core Responsibilities

  • Respond to user inquiries, via phone, email, chat, or ticketing systems.
  • Log and track support request using help desk ticketing system.
  • Diagnose and resolve basic technical issues related to hardware, software, and network connectivity.
  • Provide step-by-step guidance to users for troubleshooting common problems
  • Escalate complex issues to second-level support or specialized teams, when necessary, via ticketing system.
  • Provide guidance to less experienced professionals mentoring new hires and trainees when necessary.

Technical Support Tasks

  • Install, configure, and update software on user devices.
  • Assist with password resets, account lockouts, and access issues.
  • Support basic printer, scanner, and peripheral troubleshooting.
  • Help maintain inventory of IT assets (e.g., laptops, monitors, or accessories).

Documentation & Reporting

  • Document and report solutions and procedures for recurring issues for leadership review.
  • Maintain and report accurate records/tickets of support interactions and resolutions.
  • Contribute to knowledge base articles for fellow co-workers and users to assist at arriving at self service solutions.
  • Accurately create and submit tickets for users containing all needed information and troubleshooting steps taken
Customer Service & Communication:
  • Maintain a professional and empathetic tone when dealing with users and co-workers.
  • Communicate technical information clearly to non-technical users.
  • Document and reply provide updates on ticket status and possible resolutions.
  • Actively participate in team environment assisting co-workers when needed.

Compliance & Security

  • Ensure adherence to all IT and departmental policies and procedures.
  • Report potential security incidents or breaches to appropriate teams or team leaders.
  • This position is mission essential, may include work on holidays when required.

Mandatory Skills

Customer Service and ServiceNow Ticketing System
DoD 8570 IA Type
IAT Level 1 DoD 8570 CE Certification Requirements
CompTIA A+ CE
CompTIA Network+ CE Shifts Friday – Monday 6:00 AM – 4:00PM

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