KEYW Corporation

* Customer Tech Support Rep, 2

Job Locations 3 weeks ago(2/6/2018 1:24 PM)
ID
2018-17467
# of Openings
1
Posted Date
System Administration
Default: Location : Location
US-MD-Hanover

Overview

KeyW has an immediate opening for a Helpdesk Specialist (Tier 1) in Hanover, Maryland.

 

Position Description

  • Must be able to obtain and maintain a Background Clearance. 
  • The Help Desk Specialist Tier 1 will screen and diagnose internal inquiries and work requests as they relate to maintenance of government-issued laptops, desktops, mobile devices, and peripherals. 
  • Provide troubleshooting support to remote end users.
  • Diagnose, troubleshot, and recommended fixes to connectivity issues.
  • Perform hard drive encryption, decryption, recovery, and administration via MacAfee Safeboot and Windows Bitlocker Configure, test, and modify user accounts, devices, and profiles from enterprise servers and systems. 
  • Determine the urgency of need based on impact to business and speed of resolution.
  • The priority of the incident is IT-driven based on expected effort and resource availability.
  • In providing the initial support the Tier 1 technician will match incidents against known errors and problems, check for existence of multiple related incidents and check for existence of duplicate requests.
  • Determine if an immediate resolution is available and if not escalate the ticket to Tier 2.

Responsibilities

Minimum Requirements:

  • Must have High School degree 
  • Must have 6 months of Help Desk experience
  • Must have good communication skills via phone call, e-mail, voicemail, walkup, fax, or Web interface. Be able to perform proper incident handling and reporting of customer issues. 
  • Tier 1 provides (basic technical troubleshooting), i.e., receiving, assigning, escalating, resolving, tracking and reporting of customer technical issues.
  • Tier 1 will provide initial support to assess the severity of the issue by reviewing the problem and creating a trouble-ticket.
  • Position requires shift work and on call support to 24/7 operations; to include weekends and holidays. 
  • Qualified candidates must have the ability to obtain and maintain a Background Clearance. 

 

Preferred Qualifications

  • USDA FSIS and BMC Numara Footprints ticketing system experience preferred. #CB

About the Organization

KeyW is a pure-play national security solutions provider for the Intelligence, Cyber and Counterterrorism Communities' toughest challenges. We support the collection, processing, analysis and dissemination of information across the full spectrum of their missions. We employ and challenge more than 2,000 of the most talented professionals in the industry with solving such complex problems as preventing cyber threats, transforming data into intelligence and combating global terrorism. 

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