Stratum Networks is a rapidly growing information assurance and cybersecurity solutions company that provides high-end network and security consulting to Department of Defense and Intelligence Community clients. We are looking for a talented and passionate Help Desk Specialist who would support one of our clients located in the Annapolis Junction, MD area. CANDIDATES ARE REQUIRED TO HAVE AN ACTIVE TS/SCI WITH POLYGRAPH TO BE CONSIDERED FOR THE POSITION. RESPONSIBILITIES: Provides support 365 days a year. Shifts are rotating, 4 days a week (including weekends), 10 hours a day. Shifts are 6am – 4pm and 12pm to 10pm. Help Desk support as defined by first response/Tier 1 support. Work with a small team providing service availability monitoring and help desk support for internet-like collaboration services hosted on a government intranet for a large and diverse community of users. Provide health and status monitoring, and taking appropriate measures when a service outage occurs. Utilize SOPs to perform basic troubleshooting steps to identify the problem, then restart service and/or servers to resolve the issue. Document and communicate outage information to co-workers and customers. Provide tier 1 response to customer service requests received via phone, email, chat, and tickets. Document all communications in a ServiceNow ticket system, escalate tickets as needed. Provide basic instructions on how to use services to both external and internal customers. Troubleshoot customer accounts and users’ ability to logon to the collaboration environment. IMPORTANT: DoD 8570 Compliance with IAT level 1 is required. Salary: $65k - $86k depending on experience and contract. Excellent benefits package, including up to 3 weeks paid vacation and 11 paid holidays. Eligible for health care (single and family) immediately. 401(k) plan with employer match available. REQUIREMENTS: Must be able to support rotating shift schedule (including weekends). No demonstrated Help Desk experience required. High School diploma is required. TS/SCI with Polygraph.
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