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Help Desk Level 2

3 months ago

Fort Meade, United States COMSO Full time

COMSO, Inc. is a powerhouse when it comes to empowering federal government stakeholders to fulfill their mission with confidence and efficiency. Our staff brings knowledgeable IT systems expertise, software development proficiency, innovative learning solutions for workforce development, and exceptional operations and production support. We were founded in 1988, and remain a recognized woman owned small business, operating in several states including Maryland, Georgia, Hawaii, Texas, and Alaska. We are honored to be recognized as a Top Workplace for six years running by the Baltimore Sun Media Group.

Currently, we are seeking a Help Desk Level 0 (Pipeline) to join our Team

**SECURITY CLEARANCE IS REQUIRED: TS/SCI w/ POLYGRAPH BEFORE CONSIDERATION.**

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 support.
  • Work 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 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
  • Provide tier 1 response to customer service requests received via phone, email, chat, and tickets.
  • Document all communications in a ServiceNow ticket system, escalate tickets as needed
  • Provide basic instructions on how to use services to both external and internal customers
  • Troubleshoot customer accounts and users' ability to logon to the collaboration environment
Requirements:
  • ACTIVE SECURITY CLEARANCE: TS/SCI w/ POLYGRAPH REQUIRED
  • 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' experience may be substituted for the Bachelor's Degree.
  • IMPORTANT: DoD 8570 Compliance with IAT level 1 is required.
Benefits :
  • 100% company-paid Medical deductible w/ low premiums, Dental, Vision
  • Flexible Spending Account (FSA)
  • Short-term & Long-term Disability
  • 401K: 6% dollar-for-dollar match (vested immediately)
  • Parental Leave (same amount of time for mother & father)
  • Paid Time Off
  • 11 Federal Holidays
  • Birthday Holiday
  • 2-week fully paid Sabbatical every 5 years
  • Emergency Facility Closure Days

COMSO, Inc. is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender, gender identity, national origin, disability, or protected Veteran status.