Jun 5
Secret
Mid Level Career (5+ yrs experience)
IT - Support
Monterey, CA (On-Site/Office)
Title: Helpdesk Tier II support
Security Clearance: Active Secret / Tier 3 clearance
Location: Monterey, CA (on-site required)
Primary Responsibilities and Activities
• Troubleshoot and resolve Tier II issues upon first contact, when possible, for hardware, software, networking, and other computer-related technologies to include, but not limited to, OS issues, application issues, software installations, and service requests.
• Set-up, operate, and troubleshoot audio and video teleconferencing (VTC) equipment.
• Escalate issues to appropriate second- and third-level subject-matter experts in accordance with service-level agreements and follow up on incidents when appropriate.
• Support the Team Lead with escalations, major incident management, and customer communications.
• Monitor EUS Specialist Scorecard Dashboard in ServiceNow to maintain ticket queue and meet contractual Key Performance Indicators (KPIs).
• Accountable for managing ticket queue and prioritizing work based on impact and urgency.
• Meet or exceed Service Level Agreement (SLA) thresholds for ticket resolution.
Experience: 3-5 years of applicable of experience.
Certifications: CompTIA Security+
Security Clearance: Active Secret / Tier 3 clearance
Location: Monterey, CA (on-site required)
Primary Responsibilities and Activities
• Troubleshoot and resolve Tier II issues upon first contact, when possible, for hardware, software, networking, and other computer-related technologies to include, but not limited to, OS issues, application issues, software installations, and service requests.
• Set-up, operate, and troubleshoot audio and video teleconferencing (VTC) equipment.
• Escalate issues to appropriate second- and third-level subject-matter experts in accordance with service-level agreements and follow up on incidents when appropriate.
• Support the Team Lead with escalations, major incident management, and customer communications.
• Monitor EUS Specialist Scorecard Dashboard in ServiceNow to maintain ticket queue and meet contractual Key Performance Indicators (KPIs).
• Accountable for managing ticket queue and prioritizing work based on impact and urgency.
• Meet or exceed Service Level Agreement (SLA) thresholds for ticket resolution.
Experience: 3-5 years of applicable of experience.
Certifications: CompTIA Security+
group id: 10368240
