Helpdesk Specialist (Tier 1)
$65,000–$71,000 year
On-siteFort Belvoir, Virginia, United States
Job Summary
Provide phone, online, and deskside IT support to DTRA personnel, performing technical triage, troubleshooting, and resolving incidents while following ITSM and ITIL processes. Analyze and document ticket data in Remedy or Service Now, ensuring all work orders meet AQL/SLA commitments and escalate issues as necessary. Create or coordinate Knowledge Base Articles to resolve recurring problems and assist new employees with hardware setup and account administration. Maintain Active DOD TS/SCI clearance and IAT Level II certification to manage classified and unclassified systems within the DTRA Data Center.
Required Qualifications
- Bachelors Degree
- 4+ years of relevant experience
- Masters Degree
- 2+ years of experience (if holding Masters Degree)
- Active DOD TS/SCI clearance
- Current 8140 (Previously 8570), IAT Level II (SEC+ or equivalent) prior to start date
- Ability to maintain certification for duration of assignment
- Experience in IT customer service
- Two (2) years of IT ticketing system experience
- One (1) year of experience in remote desk takeover tools and usage
- Experience meeting service level goals and targets
Desired Qualifications
- Experience with Office 365
- Experience with remote desktop applications
- Experience with Windows Server
- Experience with Cisco networking
- Certification in a process-based platform including programs equal to ITIL, HDI, CoBIT, Lean Six, Six Sigma, etc.
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