Responsible for supporting the program/project/client to deliver Technology Infrastructure Services to meet customer business needs and expectations. Receives and responds to routine/basic customer problems, issues, requests. As the entry point for customers, documents, notifies proper department/desk, escalates as necessary, and tracks and follows up on all incidents. Combines demonstrated technical qualities with exceptional customer service in daily responsibilities.

+ Update Help Desk Standard Operations Procedures (SOPs); Tactics, Techniques, and Procedures (TTPs); and user Frequently Asked Questions (FAQs)

+ Provide customer onboarding and offboarding.

+ Provide account management support.

+ Provide 24/7 Tier 1 support for all environments and networks supporting end users.

+ Route Tier 2/3 tickets to appropriate sustainment teams

+ Process all IT SM tickets to completion.

+ Assist Cyber Operations with continuous monitoring activities.

+ Participate in training, testing, and exercises related to incident response and contingency planning.

Required Qualifications

+ Active TS security clearance and eligible for SCI and NATO read-on prior to starting work.

+ Meet the DoD requirements for a privileged user on a TS/SCI information system prior to starting work - DoD 8140 / 8570.01-m requirements.

**Minimum Qualifications**

+ Bachelors degree in an area related to the labor category with at least 2 years experience in providing Tier 1 support of a TS/SCI system. Experience may be substituted for a degree.

**Other Job Specific Skills**

+ Excellent customer service skills

+ Uses a knowledge document to work independently with general supervision and maintains a high-degree of professional conduct at all times

+ Excellent communication and interpersonal skills

+ Good problem solving and analytical skills

+ Technical experience in:

+ - Microsoft Windows Operating Systems

+ - Microsoft Office

+ - Network Connectivity

+ - Print Services

+ - E-Mail and Internet mail

+ - Basic PC usage and troubleshooting

+ Ability and desire to build additional technical skills

+ Ability to interact effectively with others

+ Ability to follow instructions to produce desired results

+ Aptitude to multi-task workloads

+ Ability to remain calm and courteous in periods of stress

+ Ability to work with broad range of experience levels

+ Good administrative and organizational skills

+ Willingness to work overtime and varying hours as required