Job Description
****This position requires an active DoD Clearance (Secret, Top Secret, Top Secret/SCI) or the ability to be obtain an (Interim Secret, Interim Top Secret)****
***Because an active or interim DoD clearance is required, U.S. Citizenship is required***
Description
Serve as the first point of contact for IT-related incidents and service requests via phone, email, chat, and ticketing systems.
Troubleshoot and resolve issues involving:
Windows operating systems
Microsoft 365 applications
Active Directory user accounts
VPN connectivity
Network access
Mobile devices
Printers and peripheral equipment
Create, update, document, and close tickets within the organization's IT Service Management platform.
Escalate unresolved incidents to appropriate Tier II, Tier III, or engineering teams while maintaining ownership and communication with customers.
Perform password resets, account provisioning, access management, and user onboarding/offboarding support.
***Because an active or interim DoD clearance is required, U.S. Citizenship is required***
Description
Serve as the first point of contact for IT-related incidents and service requests via phone, email, chat, and ticketing systems.
Troubleshoot and resolve issues involving:
Windows operating systems
Microsoft 365 applications
Active Directory user accounts
VPN connectivity
Network access
Mobile devices
Printers and peripheral equipment
Create, update, document, and close tickets within the organization's IT Service Management platform.
Escalate unresolved incidents to appropriate Tier II, Tier III, or engineering teams while maintaining ownership and communication with customers.
Perform password resets, account provisioning, access management, and user onboarding/offboarding support.