Help Desk Specialist - Level 0

Stratum Networks • Annapolis Junction, MD, US • $65k - $86k / year • 3m ago

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 0 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.

STRATUM NETWORKS OVERVIEW:

Stratum Networks is a rapidly growing information assurance and cybersecurity solutions company with expert knowledge of implementing secure infrastructure, providing security integration, development, assessment and training solutions. Our high-end network and security consulting to Department of Defense and Intelligence Community clients create robust, secure network infrastructure, policies, and procedures for local and global, terrestrial and satellite networks.

As leading experts in their fields, our certified and highly experienced network, software development, IT support and security professionals are able to provide the necessary design, implementation, and consulting services to meet the demanding requirements of mission-critical networks. To learn more, visit www.stratumnet.com.

Stratum Networks, Inc is an equal opportunity employer, who participates in E-Verify. All qualified applicants will receive consideration for employment without regard to race, color, national origin, gender, religion, age, disability, veteran’s status, or any other classification as required by applicable law.