Description:

Help Desk Support - Tier I is responsible for providing Account Management Services to Department of State consolidated accounts. Duties consist of creating, modifying and managing all Department of State accounts, creating and modifying SNAP cards, and providing initial mobile and laptop support at tier 1 level.

Duties and Responsibilities:

Performs systems administrative and operational duties on computer systems

Perform account management duties in Active Directory

Welcome and greet customers when handling front desk operations

Analyze, evaluate, test and repair basic hardware problems

Prepare activity and progress reports regarding support activities

Respond, investigate, and correct problems.

Acts as a technical resource for user queries

Contribute to developing and implementing improvements in the account management processes.

Working to achieve SLA's when resolving customer issues

Organize and conduct one-on-one and small group training in the use of commercial and government off-the-shelf software products (COTS and GOTS)

Provide troubleshooting diagnosis, and repair for laptop and mobile devices

Requirements:

Associate Degree

Have mobile or public key infrastructure (PKI, Smartcard) experience will be a plus

Preferred one or more industry standard certifications- A+, Security+, Network+; etc.

Must have Active Secret or Higher Clearance

Minimum of 1-3 years of experience

Qualifications:

Strong customer service and communication skills (both written and verbal)

Excellent interpersonal skills, especially ability to listen and understand what is being described

Working knowledge of ServiceNow ticketing system; creating, updating, and closing tickets.

Experience providing Tiers 1 and 2 technical support for hardware and software.

Excellent attention to detail.

Strong working knowledge of computer terms.

Customer service operations experience.

1-3 years of related experience

Ability to lift and move 30 lbs. of equipment

DANE LLC is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.