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Junior Help Desk Specialist (Troubleshooting, Documenting)

Position Description:

  • Provide oversight for data flow to and from IT systems. Monitors directories for files that need to be transferred to other systems.
  • Assists users with account creation. Assists users with accessing and using IT systems.
  • Responds to customer queries and escalates issues.
  • Updates Standard Operating Procedures documents to adapt to new system functionality or configuration changes.

Labor Requirements:

  • Develop an understanding of the numerous process flows to other IT systems.
  • Create and maintain user accounts that involve Public Key Infrastructure (PKI) certificates.
  • Provide updates to technical and non-technical application documentation.
  • Execute canned scripts to process data files.
  • Executed canned database queries to aid in problem determination.
  • Provide written and oral communication with the customer.
  • Make recommendations for improving documentation and assist in executing test procedures for software components.
  • Ensure compliance with security procedures for data handling.
  • Participate in planning sessions for process improvement Create Help Desk tickets in the designated ticket tracking system.
  • Compile and organize data for monthly status reports.

Technical Skills Required:

  • Tier 1 support
  • Basic troubleshooting
  • Documenting issues
  • Escalate

Minimum Experience Required:

  • Associates Degree from an accredited college or university in a technical degree field is required.
  • Two (2) years of Help Desk experience may be substituted for an Associate’s degree. Experience with Help Desk support tasks involving user accounts, granting permissions, and responding to trouble tickets.
  • TS/SCI with Polygraph Required
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