By Light Professional IT Services

Help Desk Specialist - CNODDS

Job Locations US-MD-Fort Meade
Posted Date 2 days ago(3/26/2020 1:06 PM)
ID
2020-5273
# of Openings
1
Category
Information Technology
Clearance
Secret

Overview

By Light is seeking a Help Desk Specialist for the Cybersecurity Network Operations (CyberNetOps) Design Deploy Sustain (CNODDS) contract, a recently awarded five-year contract supporting the Defense Information Systems Agency (DISA). Our team will provide end-to-end CNODDS lifecycle services to architect, develop, integrate, deploy, secure, operationalize, sustain, document, patch, monitor, optimize and evolve CyberNetOps capabilities for DISA, DoD Combatant Commands, Services, and Agencies, and other Federal Agencies on a global basis.

Responsibilities

  • Works directly with dispatch for emergencies
  • Provides phone and remote support as needed
  • Monitor status of all open tickets
  • Notifies  responsible manager / account manager of high priority problems, critical status changes, client complaints, call aging and training
  • Enters revised status information into the incident management system
  • Contacts client to verify incident is resolved and that service was satisfactory
  • Updates tickets with client response and time entry
  • Completes all assigned operational and procedural tasks
  • Assists with general administrative tasks as needed 

Required Experience/Qualifications

  • Strong customer service skills required
  • Experience with Ticket queue and help desk best practices
  • Ability to type, communicate via telephone and sit for extended periods of time
  • Working knowledge Microsoft Office Tools; specifically, PowerPoint, Word & Excel

Preferred Experience/Qualifications

  • 1+ years of Help Desk experience preferred

  • Bachelor’s degree in computer science or a related field preferred

  • Help Desk experience a plus

  • DoD and/or Government program experience preferred

Special Requirements/Security Clearance

  • Secret clearance required
  • Some travel may be required

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