Helpdesk Specialist (Tier 1)

KEYW Corporation - Herndon, VA (30+ days ago)4.2

KeyW has an immediate internal opening for a Helpdesk Specialist (Tier 1) in Herndon, VA.

Must be able to obtain and maintain a Background Clearance.
The Help Desk Specialist Tier 1 will screen and diagnose internal inquiries and work requests as they relate to maintenance of corporate issued laptops, desktops, mobile devices, and peripherals.
Provide troubleshooting support to remote end users.
Diagnose, troubleshot, and recommended fixes to connectivity issues.
Perform hard drive encryption, decryption, recovery, and administration via Windows Bitlocker Configure, test, and modify user accounts, devices, and profiles from enterprise servers and systems.
Determine the urgency of need based on impact to business and speed of resolution.
The priority of the incident is IT-driven based on expected effort and resource availability.
In providing the initial support the Tier 1 technician will match incidents against known errors and problems, check for existence of multiple related incidents and check for existence of duplicate requests.
Determine if an immediate resolution is available and if not escalate the ticket to Tier 2.

Minimum Requirements:
Must have High School degree
Must have good communication skills via phone call, e-mail, voicemail, walkup, fax, or Web interface. Be able to perform proper incident handling and reporting of customer issues.
Tier 1 provides (basic technical troubleshooting), i.e., receiving, assigning, escalating, resolving, tracking and reporting of customer technical issues.
Tier 1 will provide initial support to assess the severity of the issue by reviewing the problem and creating a trouble-ticket.
Position requires ability to provide on call support to 24/7 operations; to include weekends and holidays.
Qualified candidates must have the ability to obtain and maintain a Background Clearance.

Preferred Qualifications:
A+, Network+, and Security+ certifications
Top Secret Clearance with Full Scope Polygraph
6 months of Help Desk experience
About the Organization
KeyW is a pure-play national security solutions provider for the Intelligence, Cyber and Counterterrorism Communities' toughest challenges. We support the collection, processing, analysis and dissemination of information across the full spectrum of their missions. We employ and challenge more than 2,000 of the most talented professionals in the industry with solving such complex problems as preventing cyber threats, transforming data into intelligence and combating global terrorism.