Help Desk Technician
Lentech
4 days ago
Full-time
On-site
Columbia, Maryland, United States
$82,746 - $82,746 USD yearly
Information Technology & Technical Support
Lentech is hiring an ENTRY LEVEL help desk technician
Responsibilities:
• Rotating Shift work position: 7 days a week, 365 days a year. Generally, 4 days on, 3 days off, with 10 hour work days.
• 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 users.
• Provide 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 issue.
• Document and communicate outage information to co-workers and customers.
• Tier 1 and 2 responses to customer service requests received via phone, email, chat, and tickets
• Document all communications in a ServiceNow ticket system, escalate tickets as needed.
• Troubleshoot customer accounts and users’ ability to log on to the collaboration environment.
• Provide basic instructions on how to use services to both external and internal customers.
Required:
Education
Responsibilities:
• Rotating Shift work position: 7 days a week, 365 days a year. Generally, 4 days on, 3 days off, with 10 hour work days.
• 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 users.
• Provide 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 issue.
• Document and communicate outage information to co-workers and customers.
• Tier 1 and 2 responses to customer service requests received via phone, email, chat, and tickets
• Document all communications in a ServiceNow ticket system, escalate tickets as needed.
• Troubleshoot customer accounts and users’ ability to log on to the collaboration environment.
• Provide basic instructions on how to use services to both external and internal customers.
Required:
- Active and current TS.SCI w FSP through MD through MD
- Compliance with DOD 8570.01-M with a minimum certification of IAT Level I. (A+, CCNA-Security, NET+, SSCP, Security+)
Education
- One (1) year of demonstrated Help Desk experience required with a Bachelor's degree.
- Minimum three (3) years of Help Desk experience with an Associate degree.
- Minimum five (5) years of Help Desk experience with a High School diploma.
- Any degree from an accredited college or university is acceptable.
- Compliance with DOD 8570.01-M with a minimum certification of IAT Level I. (A+, CCNA-Security, NET+, SSCP, Security+)