Help Desk 0

The job duties of the Help Desk Specialist are as follows:

• Rotating Shift work position: 7 days a week, 365 days a year. Generally, 4 days on, 3 days off, with 10-hour work days.
• 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 take 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, and escalate tickets as needed.
• Troubleshoot customer accounts and users' ability to log on to the collaboration environment.
• Provide basic instructions on how to use services to both external and internal customers.

Required Skills

• Zero (0) years of demonstrated Help Desk experience required with a Bachelor's degree.
• Minimum one (1) year of Help Desk experience with an Associate degree.
• Minimum two (2) years of Help Desk experience with a High School diploma.
• Any degree from an accredited college or university is acceptable.
• Compliance with a minimum certification of IAT Level I. A+, CCNA-Security, NET+, SSCP, Security+
• Active TS/SCI security clearance with a current polygraph is required

Additional Details

At CyberCore, we believe in taking care of our employees both inside and outside the workplace. Our comprehensive benefits package includes:

• Health Insurance to ensure you and your family stay healthy and well.
• Dental and Vision Insurance for preventive and routine care.
• Basic Life Insurance and Disability Insurance to provide peace of mind for you and your loved ones.
• Paid Holidays and Paid Time Off (PTO) to help you relax, recharge, and enjoy life.
• Paid Parental Leave for new parents to focus on family.
• Tuition Reimbursement to support your professional growth and education.
• A 401(k) plan with a company match to help you plan for your future.

At CyberCore, we are committed to fostering a supportive and enriching environment where you can thrive both personally and professionally.

The salary range for this role is $60,000 - $95,000. This range is a good-faith estimate that reflects various experience levels. At CyberCore, we consider multiple factors when determining compensation, including the specific role and its responsibilities, the candidate's professional experience, geographic location, education, and relevant skills. This range is not a guarantee of salary, as final compensation may also be influenced by contractual requirements and other considerations.

Equal Employment and Diversity

CyberCore has, on many occasions, expressed support and commitment to the principles of diversity and equal employment opportunity. It is CyberCore's policy to recruit, hire, train, and promote individuals, as well as administer all personnel actions, without regard to race, color, national or ethnic origin, pregnancy, age, religion, disability status, sex, sexual orientation, gender identity and expression, veteran status, genetic information, or any other characteristic protected under applicable federal or state law. CyberCore will not tolerate unlawful discrimination, and any such conduct is prohibited. CyberCore is committed to ensuring that CyberCore's workforce and volunteers reflect America's diverse population. CyberCore knows that such diversity will enrich the company with the talent, energy, perspective, and inspiration we need to achieve our mission.