Vacancy caducado!
- Lead the Help Desk personnel
- Promote professional growth within the Help Desk personnel
- Ensure Help Desk personnel follow the organization's processes and procedures for interacting with customers, managing their work with an IT service management (SM) ticketing system, and ensuring all actions and approvals are auditable and traceable
- 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
- Process all IT SM tickets to completion
- Provide 24/7 Tier 1 support for all environments and networks supporting end users
- Route tickets to the appropriate sustainment teams for Tier 2 / 3 support
- Perform data-driven analysis of IT SM tickets (e.g. mean time to resolution analysis)
- Assist Cyber Operations with continuous monitoring activities
- Participate in training, testing, and exercises related to incident response and contingency planning
- 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
- Bachelor's degree in an area related to the labor category with at least 10 years' experience providing Tier 1/2/3 support and 5 years' experience as a Tier 1 Help Desk lead for a TS/SCI system
Vacancy caducado!