Help Desk Specialist II
Clearance Jobs
Help Desk Specialist II
Educational Level: Associates Degree in Management of Information Systems/Technology or similar degree. Years of Experience: Three years minimum Knowledge, Skills, and Abilities (KSAs): • Experience responding to and diagnosing problems through discussion with users. • Ensures a timely process through which problems are controlled. Includes problem recognition, research, isolation, resolution, and follow-up steps. • Experience with help desk operations and serving as focal point for customer concerns. • Experience providing support to end users on a variety of issues. • Experience identifying, researching, and resolving technical problems. • Experience responding to telephone calls, email and personnel requests for technical support. • Experience documenting, tracking, and monitoring problems to ensure a timely resolution. • Experience providing second-tier support to end users for either PC, tablet, mobile phone, server, network, or mainframe applications or hardware. • Experience interacting with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problem. Certifications: Information Assurance Technical (IAT) Level II Security Requirement: • US Citizenship required • DoD government security clearance SECRET or higher