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Title: Service Desk Specialist II\nLocation: Vienna, VA\nFulltime

Shift:

M-F 6:00am-2:30pm

Clearance:

Active Top Secret Clearance\nResponsibilities

Must be able to demonstrate knowledge of customer service and customer support principles and methods.\nMust be able to report, respond to, and resolve customer requests.\nMust be able to install, configure, upgrade, and troubleshoot hardware and software components.\nMust be able to present formal and informal training and assistance to customers.\nMust be able to demonstrate knowledge of knowledge-based applications.\nMust be able to participate in the planning and delivery of a full range of customer support services to the organization.\nCreate tickets with basic user information and forward to the Tier 1 & 2 Service desk queue for further evaluation.\nAnswer initial calls for all user issues at the TSC including IT, Security and Facilities issues in the building.\nMonitor ticketing queue and work on assigned tickets.\nResolve all issues based on priority for unclassified and classified networks.\nCommunicate effectively with users and update tickets with all relevant information.\nEscalate issues to leadership as needed including after hours and weekend sending emails and calling on call support.\nSupport on-site shift operations 24/7/365.\nMaintain access to email accounts, mailboxes, distribution groups, personal storage tables (PSTs) and calendars.\nAssist with hardware decommissioning.\nAdditional Information

All your information will be kept confidential according to EEO guidelines.

#J-18808-Ljbffr\n","shortDescription","Job Description

Title: Service Desk Specialist II\nLocation: Vienna, VA\nFulltime

Shift:

M-F 6:00am-2:30pm

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