Service Desk Specialist Level 2 with TS/SCI 6/5/2020
Information Management Group, Inc.
Fort Meade, MD
JOB DESCRIPTIONAPPLY OVERVIEW
IMG provides information technology (IT), information assurance (IA), and visual communication services to government and commercial customers worldwide - is hiring a full-time Service Desk Specialist with TS/SCI at its Fort Meade, MD location.
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.
The role of the I2TS 3 Service Desk Specialist includes:
* Provides first contact and incident resolution to customers with hardware, software, and application problems. Includes both customer telephone support as well as electronically submitted requests
* Provides polite and friendly customer service
* Attempts to resolve as many incidents during the first contact, or at Tier I. Efficiently escalates incidents to higher Tier II or Tier III when required
* Documents incident status and solutions in incident database tools.
* Possesses current working knowledge of computers, printers, laptops, and common windows applications
* Works through various types Tier II issues with telephone assist
* Provides answers to Frequently Asked Questions or solutions to common problems as part of a customer self-help capability
* Possesses comprehensive knowledge of the principles, methods, and techniques used in computer troubleshooting and support
* Possesses comprehensive knowledge of desktop operating systems and applications
Desirable Skills / Experience:
* Perform STIGs & IAVA implementation for system devices, perform imaging of systems, CERP replacement, etc.
* Interact with customers on a daily basis to provide guidance on procedures concerning account requests, e-mail, home directories, file access/storage, and other local procedures as required to ensure mission success.
* Perform Level I/II Active Directory functions such as unlocking accounts, creating and issuing accounts, etc.
Clearance Required: TS/SCI prior to consideration
Baseline Certification: CompTIA Security+ CE or equivalent
Computing Environment Certification: MTA 98-349, Windows Operating System Fundamentals (Must be willing to obtain within six months of hire)
Education/Years of Experience:
HS or GED and 8 years experience
Associates and 6 years experience
BS and 4 years experience
MS and 2 years experience
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)
* 20 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.
Additional BenefitsShort Term Disability
Long Term Disability
Paid Time Off