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  • ID
    #44715862
  • Job type
    Permanent
  • Salary
    TBD
  • Source
    Information Management Group
  • Date
    2022-08-08
  • Deadline
    2022-10-07

Vacancy expired!

Overview

Founded in 1987, IMG is a leading small business that exemplifies competence, integrity and follow-through. We consistently provide customer focused professional services, which ensures our company is recognized for continually exceeding expectations. We believe that at the core of our success stand our people. Our people have provided professional services in the Information Technology field for our customers with a commitment to customer satisfaction for over 30 years.

IMG is hiring a full-time

Tier 1 Intelink Services Help Desk with TS/SCI FSP at its

Annapolis Junction, MD location.

Responsibilities

Tier 1 Intelink Services Help Desk duties and responsibilities include:
  • Provides 24x7 Help Desk support as defined by first response/Tier 1 and 2 support.
  • Rotating Shift work position with a 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 and 2 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

Qualifications

Clearance Required: TS/SCI with Full Scope Polygraph

Baseline Certification

: DoD 8570 Compliance with IAT level 1 is required.

Education/

Years of Experience: One (1) year demonstrated Help Desk experience. Bachelor's degree in a Technical, Math or Business discipline from an accredited college or University is required. Two (2) years of Help Desk experience with an Associates or three (3) years' experience may be substituted for a Bachelor's degree.

COVID-19 Regulations: As required by Executive Order 14042 and the guidance provided by the Federal Workforce Task Force, all federal contractor employees are required to be fully compliant with customer COVID-19 regulations. IMG will provide additional information regarding these requirements and how you can request an exception if needed.

IMG COMPANY BENEFITS
  • Health, dental, vision, and life insurance
  • Short term and long term disability insurance
  • 401(k) with generous company match
  • Flexible Spending Accounts (FSA) and Health Savings Accounts (HSA)
  • 15 days of personal leave plus paid federal holidays
  • Professional development and training assistance

Information Management Group, Inc. is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.

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