Que Technology Group
Help Desk Specialist - Level 0 - Dept 01
Que Technology Group, Fort George Meade, Maryland, United States,
*** Only candidates with
current TS/SCI clearance
will be considered ***
** We are unable to sponsor a clearance at this time ***
** A POLYGRAPH is required for this position **
JOB DESCRIPTION:
Provides 365 days, 4 days a week, 10 hour a day shift (0600 - 2200) Help Desk support as defined by first response/Tier 1 and 2 supportWork with a small team providing service availability monitoring and help desk support for internet-like collaboration services hosted on a government intranet for a large and diverse community of usersProvide health and status monitoring, and taking appropriate measures when a service outage occurs. Utilize SOPs to perform basic troubleshooting steps to identify the problem, then restart service and/or servers to resolve the issueDocument and communicate outage information to co-workers and customersProvide tier 1 and 2 response to customer service requests received via phone, email, chat, and ticketsDocument all communications in a ServiceNow ticket system, escalate tickets as neededProvide basic instructions on how to use services to both external and internal customersTroubleshoot customer accounts and users' ability to logon to the collaboration environmentTrain and mentor junior members of the teamREQUIRED SKILLS:
8570 Compliance with IAT level 1 is requiredEDUCATION:
Three (3) years of Help Desk experience with a Bachelor's Degree in a Business, Technical or Math related fieldFive (5) years with an Associate's Degree or seven (7) years' experience may be substituted for the Bachelor's Degree** You must have TS/SCI Clearance for this position **** A POLYGRAPH is required for this position **
BENEFITS:
Competitive salaryEmployer-paid health care 100% (CareFirst - Medical, Dental, and Vision)401k Safe Harbor Plan - 6% match - Immediately vested25 days personal time off11 Federal HolidaysUp to 3 Employer Paid Code Red Days (due to weather, shutdown, etc.)$5,000 per year for Training/Personal DevelopmentEmployer-paid Short-Term Disability/Long Term Disability/Life Insurance/AD&D
We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.
www.qtg-hq.com
current TS/SCI clearance
will be considered ***
** We are unable to sponsor a clearance at this time ***
** A POLYGRAPH is required for this position **
JOB DESCRIPTION:
Provides 365 days, 4 days a week, 10 hour a day shift (0600 - 2200) Help Desk support as defined by first response/Tier 1 and 2 supportWork with a small team providing service availability monitoring and help desk support for internet-like collaboration services hosted on a government intranet for a large and diverse community of usersProvide health and status monitoring, and taking appropriate measures when a service outage occurs. Utilize SOPs to perform basic troubleshooting steps to identify the problem, then restart service and/or servers to resolve the issueDocument and communicate outage information to co-workers and customersProvide tier 1 and 2 response to customer service requests received via phone, email, chat, and ticketsDocument all communications in a ServiceNow ticket system, escalate tickets as neededProvide basic instructions on how to use services to both external and internal customersTroubleshoot customer accounts and users' ability to logon to the collaboration environmentTrain and mentor junior members of the teamREQUIRED SKILLS:
8570 Compliance with IAT level 1 is requiredEDUCATION:
Three (3) years of Help Desk experience with a Bachelor's Degree in a Business, Technical or Math related fieldFive (5) years with an Associate's Degree or seven (7) years' experience may be substituted for the Bachelor's Degree** You must have TS/SCI Clearance for this position **** A POLYGRAPH is required for this position **
BENEFITS:
Competitive salaryEmployer-paid health care 100% (CareFirst - Medical, Dental, and Vision)401k Safe Harbor Plan - 6% match - Immediately vested25 days personal time off11 Federal HolidaysUp to 3 Employer Paid Code Red Days (due to weather, shutdown, etc.)$5,000 per year for Training/Personal DevelopmentEmployer-paid Short-Term Disability/Long Term Disability/Life Insurance/AD&D
We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.
www.qtg-hq.com