Job Title: HELP DESK SPECIALIST LEVEL 1
Division: SOFTWARE & ENGINEERING
Location: FORT MEADE, MD
Applicants must be a US citizen and possess a US DOD TS W/FS POLY level security clearance.
Provides 24x7 Help Desk support as defined by first response/Tier 1 support. Provides phone and in-person support to users in the areas of e-mail, LAN/WAN, directories, standard desktop images and applications, COTS and GOTS applications. Serves as the initial point of contact for troubleshooting all IT related problems, including hardware/software, passwords, and printer problems.
Develop an understanding of the numerous process flows to other IT systems, create and maintain user accounts.
Create Help Desk tickets in the designated ticket tracking system, provide an initial acknowledgement to the end user validating receipt of the ticket.
If possible resolve ticket, communicate resolution to the end user and obtain customer sign-off before closing ticket. If unable to resolve thoroughly document ticket with actions taken in an attempt to resolve and escalate ticket in accordance with.
Assist users with account creation, accessing and using IT systems.
Update Standard Operating Procedures documents to adapt to new system functionality or configuration changes.
Receive, triage and route tickets to Teir 2 Help Desk according.
Analyze, log and track issue and problem tickets related to Interlink application.
Compile and organized data for monthly status reports.
Provide trend analysis and metrics to the Government based on gather data and monthly status reports.
Provide daily written and oral communications, make recommendations for improving documentation.
Ensure compliance with security procedures for data handling, participate in planning sessions for process improvement.
One (1) year demonstrated Help Desk experience. Bachelor's degree in a Technical, Math or Business discipline from an accredited college or Univeristy is required.
Two (2) years of Help Desk experience with an Associates degree.
Three (3) years experience may be substituted for a Bachelor's degree.
J.B. Management, Inc. (JBM) is a veteran-owned business offering a broad array of services and products to both the Federal Government and commercial customers worldwide. Known as both pioneers and practitioners, JBM provides our clients with Planning and Analysis, Training, Sustainment, Integration, Fielding, Software Development, and Systems Engineering support. We are JBM - Smart Solutions For Those We Serve
JBM offers a highly-competitive compensation and benefits package. In 2015, JBM was selected as one of the Top 100 Privately-held Businesses in Virginia by DiversityBusiness.com. In 2012, JBM was named one of the "Best Places to Work in Virginia" by Virginia Business Magazine and Best Companies Group. JBM is an EEO / Affirmative Action Employer
To apply for this career opportunity, visit our Career Center at http://www.gojbm.com/careers.php. Please include a current resume and your salary requirements. Thank you for your interest in employment with JBM.
Physical Demands and work environment: The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Physical demands: While performing duties of job, employee is occasionally required to stand; walk; sit; use hand to finger, handle or feel objects, tools, or controls; reach with hands and arms; talk and hear. Employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.
Work environment: The noise level in the work environment is usually moderate.
Office type environment with temperature control. May be exposed to chemicals related to office equipment. The noise level in the work environment is usually moderate. General office environment.
The above information has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this position.
Security Eligibility Type