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Service Desk Support Specialist

1 month ago

Washington, Washington, D.C., United States BlueWater Federal Solutions Full time
Service Desk Analyst Job Description

BlueWater Federal Solutions is seeking a skilled Service Desk Analyst to provide top-notch support to our Department of Energy program.

The ideal candidate will be responsible for delivering a wide range of IT services, including migration to the Intelligence Community's information sharing platform, secure cloud-based operational environment, and technical expertise and analytical support to detect, protect, mitigate, and counter hostile threats directed against DOE networks and critical national assets.

Key Responsibilities:

  • Provide Tier 1 and Tier 2 Help Desk support to the user community via phone, email, or in-person assistance
  • Follow established processes to reset user passwords, create/delete user accounts, and assign account privileges using Active Directory
  • Utilize remote access tools such as DameWare, Jabber, and Microsoft Teams to resolve issues
  • Log tickets using Ticket Web (JIRA) and document known fixes for future reference in the knowledge base
  • Perform WebRAO duties to issue PKI certificates for secure browsers
  • Onboard new employees and train them on the system
  • Support iPhone 13 and tablet setup, including email access
  • Conduct daily checks and performance monitoring to ensure system integrity, documenting and reporting alerts per established processes
  • Assign, activate, troubleshoot, and reset RSA Tokens
  • Manage Entrust Administrator duties, including creating, restoring, and troubleshooting accounts
  • Escalate issues as needed to Tier 3 teams (Server, Exchange, Network, SharePoint)

Requirements:

  • 5+ years of IT experience
  • Active Top Secret clearance with the ability to obtain a Q and SCI clearance

BlueWater Federal Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.