Help Desk Specialist - Annapolis Junction, United States - Cornerstone Defense

Cornerstone Defense

Verified Company

Annapolis Junction, United States

4 weeks ago

Posted by:

Mark Lane

beBee recruiter

Description

Title:
Help Desk Specialist

Location:
Annapolis Junction, MD

Company Overview:
Cornerstone Defense collaborates with various government sectors to support operations globally utilizing intelligence, satellite, and cyber technologies. The Intelligence Sector offers innovative solutions to the U.S. Government for information collection, operations, exploitation, dissemination, and research activities. Specializing in software development, cloud architecture, systems and network engineering, systems integration, agile management, targeting operations, and intelligence analysis, our team provides support in cyber network operations, signals intelligence, human intelligence, and critical missions and networks.

Three (3) years of Help Desk experience with a Bachelor's Degree in a Business, Technical, or Math-related field. Five (5) years with an Associate's Degree or seven (7) years of experience can substitute for the Bachelor's Degree.

Responsibilities:

Provide 365 days, 4 days a week, 10-hour a day shift Help Desk support with first response/Tier 1 and 2 support.
Work in a small team monitoring service availability and providing help desk support for internet-like collaboration services hosted on a government intranet for a large user community.
Perform health and status monitoring, and troubleshoot service outages utilizing SOPs to identify and resolve issues.
Document and communicate outage information to colleagues and customers.
Record all communications in a ServiceNow ticket system and escalate tickets when necessary.
Offer basic guidance on utilizing services to internal and external customers.
Troubleshoot customer accounts and assist users with logging into the collaboration environment.
Provide training and mentorship to junior team members.

IMPORTANT:
DoD 8570 Compliance with IAT level 1 certification is necessary.