Tier 1 Helpdesk - 2375

MSI is currently seeking Tier 1 Helpdesk professional to work for a Top Government Integrator in Ft. Detrick, MD. 

Responsibilities:  

  • Provide 24/7/365 Tier 1 support at a Service Desk for the US Army to meet and/or exceed established Service Level Agreements (SLA’s)
  • Answering and responding to inbound calls/emails in a timely and professional manner
  • Properly documenting interactions in the appropriate tracking system, escalating issues that cannot be resolved in a timely manner, sustain currency of work instructions and related process changes.
  • Maintain and updates records and tracking databases.
  • Alerts management to recurring problems and patterns of problems. 
  • Resolves technical problems and answers queries by telephone in support of internal and/or outside customer computer hardware, software, network, and telecommunications systems.
  • Diagnoses, identifies, isolates and analyzes problems utilizing historical database records and online SOP’s
  • May route calls to product line specialists.

Qualifications:

  • Ability to obtain a Secret US Security Clearance – need an interim secret to start
  • Must be DoD 8570 Compliant: A+(ce) or Sec+(ce) with HDI or Net+(ce) with HDI
  • Associates degree in any discipline with 100 hours of professional education related or experience with/hands-on working knowledge in MS Windows environment (Windows 7 preferred),

    Desired:

  • Experience Active Directory, Outlook. Experience with Remedy a plus or other ticketing systems

 

 

??MSI is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, or national origin.