Tier 1 Help Desk Specialist

Job Description

Tier 1 Help Desk Specialist

Resource Management Concepts, Inc. (RMC) provides high-quality, professional services to government and commercial sectors. Our mission is to deliver exceptional management and technology solutions supporting the protection and preservation of the people and environment of the United States of America.

RMC is hiring for a Tier 1 Help Desk Specialist to support our customer at NIWC LANT. The selected applicant will work with a team of highly talented individuals supporting RDT&E network connected and standalone laboratories. The selected applicant will work as part of an integrated team including system administrators, network engineers, service desk analysts, and other personnel. The help desk specialist will troubleshoot access issues such as password resets and VPN (Virtual Private Network), as well as troubleshoot issues with Microsoft Office Suite, Windows 7/10, printers and networks.

Responsibilities

Provide Help Desk support to end users on a variety of issues: Respond to telephone calls, email and personnel requests for technical support Identify, research, and resolve technical problems at the Tier 1 level of responsibility Promptly categorize, generate, route and escalate customer requests which require escalation beyond the Tier 1 area of responsibility Log all customer calls in the Service Now based ticketing system Track technical issues using ticketing system and maintain historical records and related documentation to ensure timely resolution Perform in a fast-paced and diverse environment Diagnose data communications problems using specialized tools, test equipment, and software utilities Retain deep knowledge of commonly-used IT concepts, practices, and procedures within a particular field Coordinate cross-tier integration to ensure consistent and repeatable processes Maintain compliance with instructions, pre-established guidelines and Knowledge Articles to perform the functions of the job

Required Qualifications

High school diploma or equivalent GED is required Up to 4 years of experience providing end user IT support services preferred Excellent time and task management, critical thinking and problem solving Ability to communicate complicated problems in a concise manner, as well as solve complex problems using available tools Ability to listen effectively and document customer issues for technical follow up Ability to work independently and as part of a team in researching data and developing analytical techniques and methodologies Experience with Linux and Mac Operating Systems is preferred Security Clearance: An Interim DoD Secret clearance is required to start Applicant selected may be subject to a security investigation and must meet eligibility requirements for access to classified information.