Service Desk Technician with Security Clearance

Clearance: Final Secret DOD Clearance Location: Joint Base Andrews, MD - 100% on site Essential Job Functions Provide phone, email, and web support to users.
The process will include greeting customers, ascertaining the nature of the call, resolving Level 1 issues where possible, opening tickets via a ticketing system, and escalating to the appropriate work groups, when necessary.
Troubleshoot the problem being reported to determine the general issue, e.g., hardware, software, applications, telecommunications, desktops, mobile devices, and printers, and provide detailed analysis of the problem.
Assist with determining if equipment replacement is warranted and arrange appropriate resolution under warranty.
You will update assigned tickets and continuously coordinate necessary work.
Document status updates and communicate to necessary parties, including providing follow-up to the user on the status of the problem until resolution, and verify problem resolution prior to closure of the ticket.
You will be expected to escalate the problem to next level support if the issue cannot be resolved at Level 1.
Provide excellent phone support and oral and written communication skills.
Basic Qualifications Minimum/General Experience: This position is entry level and does not require experience.
Functional Responsibilities: Responds to user requests for assistance by phone and in person. Installs and modifies computer hardware and software.
Diagnoses hardware, software, and operator problems and recommends remedial actions or procedural changes. May load and configure software such as operating systems and environments and application. Provides technical assistance and training to system users. Minimum Education: An associate degree in computer science/systems, information systems/technology, engineering/engineering technology, software engineering/programming, management, natural sciences, social sciences, mathematics, or business/finance or an applicable training certificate from an accredited training institution. Education and experience requirements may be substituted with:1.Two years applicable experience may be substituted for a degree.
The above statements are intended to describe the general nature and level of work being performed. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified. MUST BE A US CITIZEN The above statements are intended to describe the general nature and level of work being performed. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified.