Help desk Specialist II

Help Desk Specialist II

Educational Level: Associates Degree in Management of Information

Systems/Technology or similar degree.

Years of Experience: Three years minimum

Knowledge, Skills, and Abilities (KSAs):

• Experience responding to and diagnosing problems through discussion with users.

• Ensures a timely process through which problems are controlled. Includes problem

recognition, research, isolation, resolution, and follow-up steps.

• Experience with help desk operations and serving as focal point for customer concerns.

• Experience providing support to end users on a variety of issues.

• Experience identifying, researching, and resolving technical problems.

• Experience responding to telephone calls, email and personnel requests for technical

support.

• Experience documenting, tracking, and monitoring problems to ensure a timely

resolution.

• Experience providing second-tier support to end users for either PC, tablet, mobile

phone, server, network, or mainframe applications or hardware.

• Experience interacting with network services, software systems engineering, and/or

applications development to restore service and/or identify and correct core problem.

Certifications: Information Assurance Technical (IAT) Level II

Security Requirement:

• US Citizenship required

• DoD government security clearance SECRET or higher