Help Desk Level 1 102291

Help Desk Level 1 
Location: Fort Meade, MD 
Required Clearance: Top Secret/SCI with FS Poly 

Since 1999, ITEC has delivered mission-critical support to the DoD and Intelligence Community. Now part of ManpowerGroup Public Sector (MGPS), we continue that work with expanded capabilities. Employees hired through this process will join MGPS and receive a comprehensive benefits package and competitive pay.  

U.S. Citizenship Mandatory: Due to our US federal government contract, candidates for this position are required to be a US Citizen and will be subject to a background investigation.  

Job Responsibilities:

• Utilize work aids to resolve tickets at lowest level of support.
• Receive, triage, and route tickets to Tier 2 Help Desk accordingly.
• Compile and organize data for monthly status reports.
• Develop an understanding of the numerous process flows to other IT systems, create and maintain user accounts.
• Create Help Desk tickets in the designated ticket tracking system, provide an initial acknowledgement to the end user validating receipt of the ticket.
• Assist users with account creation, accessing and using IT systems.
• Update Standard Operating Procedure documents to adapt to new system functionality or configuration changes.
• Analyze, log and track issue and problem tickets related to Intelink application .
• Provide trend analysis and metrics to the Government based on gather data and monthly status reports.
• Ensure compliance with security procedures for data handling, participate in planning sessions for process improvement.
• Provide daily written and oral communications, make recommendations for improving documentation. 

Required Skills:

• 1 year of demonstrated Help Desk experience with a Bachelor's Degree in a Business, Technical, or Math related field.
• 3 years of Help Desk experience with an Associate degree.
• 5 years of Help Desk Experience with a High School Diploma.
• DOD 8570 Compliance with IAT Level 1 is required.