What are the responsibilities and job description for the Jr. Service Desk Agent - Top Secret Clearance position at Dunhill Professional Search & Government Solutions?
Top Secret Clearance with SCI eligibility Required
Compensation Range - $22.12 - $49.00/hr
Responsible for supporting the program/project/client to deliver Technology Infrastructure Services to meet customer business needs and expectations. Receives and responds to routine/basic customer problems, issues, requests. As the entry point for customers, documents, notifies proper department/desk, escalates as necessary, and tracks and follows up on all incidents. Combines demonstrated technical qualities with exceptional customer service in daily responsibilities.
- Update Help Desk Standard Operations Procedures (SOPs); Tactics, Techniques, and Procedures (TTPs); and user Frequently Asked Questions (FAQs)
- Provide customer onboarding and offboarding.
- Provide account management support.
- Provide 24/7 Tier 1 support for all environments and networks supporting end users. Route Tier 2/3 tickets to appropriate sustainment teams
- Process all IT SM tickets to completion.
- Assist Cyber Operations with continuous monitoring activities.
- Participate in training, testing, and exercises related to incident response and contingency planning.
Required Qualifications
- Active TS security clearance and eligible for SCI and NATO read-on prior to starting work.
- Meet the DoD requirements for a privileged user on a TS/SCI information system prior to starting work - DoD 8140 / 8570.01-m requirements.
Minimum Qualifications
- Bachelor’s degree in an area related to the labor category with at least 2 years’ experience in providing Tier 1 support of a TS/SCI system. Experience may be substituted for a degree upon approval.
Other Job Specific Skills
- Excellent customer service skills
- Uses a knowledge document to work independently with general supervision and maintains a high-degree of professional conduct at all times
- Excellent communication and interpersonal skills
- Good problem solving and analytical skills
- Technical experience in:
- Microsoft Windows Operating Systems
- Microsoft Office
- Network Connectivity
- Print Services
- E-Mail and Internet mail
- Basic PC usage and troubleshooting
- Ability and desire to build additional technical skills
- Ability to interact effectively with others
- Ability to follow instructions to produce desired results
- Aptitude to multi-task workloads
- Ability to remain calm and courteous in periods of stress
- Ability to work with broad range of experience levels
- Good administrative and organizational skills
- Willingness to work overtime and varying hours as required
- The program has a requirement to provide 24/7 coverage during inclement weather/snow events. The program offers per diem and comped nearby hotel stay to ensure coverage
- Some weekend shift work will be required.
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Salary : $22 - $49