Qualified candidates will provide mid-level support for an Information Technology (IT) Help Desk which receives and resolves 15,000 tickets monthly through the Service Now service management software. The IT Help Desk supports a 12,000+ user community within the Department of Homeland Security (DHS).

What You’ll Get to Do:

• Serve as first contact for users submitting inquiries and issues via multiple channels, including phone, web chat, email, and ticketing
• Demonstrate sound customer service and telephone etiquette in responding to customer calls or inquiries for service and support
• Demonstrate strong attention to detail, problem solving, and a desire to provide outstanding customer support  
• Analyze and resolve complex service requests and incidents that have been escalated by the junior level analysts  
• Leverage remote control technology (such as BOMGAR) while troubleshooting desktop and laptop problems
• Utilize advanced technical skills to analyze and resolve technical issues and tasks, including but not limited to setting up shared drives, mapping network drives, installing and updating software, and network troubleshooting

Job Description:

You’ll Bring These Qualifications:

• Ability to obtain a Department of Homeland Security (DHS) Entry on Duty (EOD)
• Bachelor’s degree or equivalent + 3 applicable years
• Ability to work Shift 3: Monday – Friday, 8:00am – 4:30pm (and flexibility to work different shifts in the future due to coverage priorities and changing client requirements)
• Ability to perform in-depth troubleshooting skills on Windows Operating Systems (Windows 10), Microsoft Office products, and various Internet browsers to include Internet Explorer and Mozilla Firefox
• Experience with patch management software (e.g., SCCM)
• Experience installing, upgrading, and removing software
• Experience using Service Now service management software (or similar tool) to track incidents and service requests through the full lifecycle  
• Ability to learn new technologies quickly (MS Operating Systems, Office Products, and DHS specified software).
• Advanced experience with Active Directory management & administration including Unlocking accounts/PW Resets, OU’s and Group Policy.
• Remote Support including Remote tools, VPN’s and Networking
• Office 365 Applications including Outlook, OneDrive and Teams
• Knowledgeable of Problem Management best practice and processes