Duties & Responsibilities:

Assists customers with IT requests and issues Answers customer phone calls and emails, log incidents and conduct basic troubleshooting of hardware/software/network issues Create ticket records, monitor/track progress and update on ticket record Develop and maintain helpdesk-related technical documentation such as guides, FAQs, SOPs, etc. All other duties as assigned

Qualifications:

Minimum Qualifications:

Minimum of 4 year of relevant technical experience Active Secret Clearance at employment start date (an Active Interim Secret Clearance may substitute) DoD 8570 IAT-II Certification (e.g. Security+ CE, CCNA Security or other approved certification(s)) This job description lists the major duties and requirements of the job and is not all-inclusive. Incumbent(s) may be expected to perform job-related duties other than those contained in this document and may be required to have specific job-related knowledge and skills. Physical Requirements of the

Position:

Regular use of hands to handle, feel and touch Regular use of hands and arms to reach Ability to talk and hear Ability to stand, walk, sit, climb or balance, stoop, kneel, crouch or crawl Ability to lift, push and/or pull a minimum of 30 pounds The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Pre-Employment Screening Requirements:

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