Help Desk Specialist Level 0

Job description

Job Description

ACTIVE SECURITY CLEARANCE AT THE TS/SCI POLYGRAPH LEVEL IS REQUIRED

Help Desk support as defined by first response/Tier1/Level 1 support.

Provides phone and in-person support to users in the areas of e-mail, LAN/WAN, directories, standard desktop images and applications, COTS and GOTS applications.

Serves as the initial point of contact for troubleshooting all IT related problems, including hardware/software, passwords, and printer problems.

- Utilize work aids to resolve tickets at lowest level of support.

- Receive, triage and route tickets to Tier 2 Help Desk according

- 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 Procedures documents to adapt to new system functionality or configuration changes

- Analyze, log and track issue and problem tickets related to Intelink application

Required Skills

•    Rotating Shift work position, 365 days a year, 7 days a week, 24 hours a day.


•    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.

Education: 

Four (4) years demonstrated Help Desk experience with an Associate's degree.

In lieu of experience, a Bachelor's Degree may be substituted.

About Nyla Technology Solutions

Nyla Technology Solutions delivers exceptional Artificial Intelligence (AI), Data Science, and Software Engineering services for the U.S. Government.

Nyla embraces a forward-thinking and bold approach at every turn,  earning us a solid reputation of technical trendsetters within the industry.

We have a passion for developing solutions that have a quick and immediate impact on mission.

Headquartered in Columbia, Maryland, our customers love how we tackle their most challenging problems and get things done.

If you have the unique experience and expertise we are seeking, along with the desire and determination to invest your time and energy as a part of Nyla’s team, 

Taking Care of All of You

Nyla provides a top-of-market compensation and benefits package.

And through our unique Nyla FLEX program, we custom tailor these benefits to best fit your lifestyle.

The Nyla FLEX benefit program is designed to offer you flexibility in the 3 biggest areas of your life: your pay, your leave, and your schedule.

PAY - Nyla starts with 4 weeks of Annual Leave plus 11 holidays and an additional day of Annual Leave for each year you’re at the company.

You have the flexibility to cash out your annual leave hours, opt out of other Nyla benefits, and/or arrange for additional hours on contract* (over 40 hrs/week).

There’s even an option to earn 1.3 times your hourly rate once you work over 1880 hours on contract!

LEAVE - Want to spend more time with the family?

Want more time to travel the world?

You can BUY additional annual leave for a total of 6 weeks of annual leave.

That’s up to 240 hours of leave plus 11 holidays! That’s not even including paid anniversary leave!

SCHEDULE - Does the traditional 40-hour workweek no longer fit your lifestyle?

With Nyla FLEX, you have the freedom to scale down to 30-32 hours while still enjoying the top-notch Nyla benefits you know and love.

It's flexibility that works for you without compromising the perks!

WHAT ABOUT OTHER BENEFITS?

 Nyla’s health care (medical, dental, and vision) is 100% covered by the company.

We provide 10% 401k matching - with full vesting day 1! Our Professional Development offers $5,000 per year to be used towards fees, tuition, or time off for your continued growth.

We even have a student loan repayment program and we provide 8 hours of volunteering annually so you can support your community, making your world a better place.

 

To learn more about Nyla's culture and our exceptional benefit packages click .

Nyla is an equal opportunity employer.

Required Skill Profession

Computer Occupations