Help Desk Specialist Level 1 - (Fort Meade, MD)

Overview Position title: HELP DESK SPECIALIST LEVEL one Division: SOFTWARE & ENGINEERINGLocation: FORT MEADE, MD Candidates must be a US citizen and possess a US DOD TS W/FS POLY level security clearance. POSITION DETAILS Provides 24x7 Help Desk support as defined by 1st response/Tier one support. Provides phone and in-person support to users in the areas of e-mail, LAN/WAN, directories, standard desktop pictures 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. Responsibilities * 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.