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For your reference, we have included the original job posting below.
Help Desk Specialist
Job Number:
40574309
Company Name:
Lockheed Martin
Job Location:
ROCKVILLE, MD US
Job Category:
Information Technology
Help Desk Specialist
Req ID 220646BR Industry Job Title Help Desk Specialist Standard Job Code/Title E1223:Network Data Comm Anlyst Sr Required skills Prior phone customer support experience in an IT help desk/call center environment. Ability to demonstrate excellent written and oral communication skills, leadership abilities, and strong customer service experience. Experience with Windows operating systems and MS Office 2007 & 2010, including supporting Outlook messaging issues. The individual must have a working knowledge in development, management and maintenance of computer networks. Must be able to support and troubleshoot both classified and unclassified networks. Must have 8570 Certification. Must have a TS/SCI Security Clearance. Desired skills Experience working with Trouble Ticket Tracking Systems Recent information technology experience with a major cyber intelligence organization, Law Enforcement agency, or a corporate cyber security team Specific Job Description The candidate is a 3 Tier1/Tier 2 Help Desk specialists and will provide technical software, hardware and network problem resolution, making independent decisions by performing question/problem diagnosis in a call center environment. Other responsibilities include such tasking as password resets, e-mail requests, Fax, Web requests and direct requests for Help Desk support. Candidate will document, research, identify and attempt to solve technical problems on initial call and/or triage where appropriate for resolution. Document and track support activity and clearly communicate technical solutions in a user friendly professional manner. Uses expertise in customer service and technical knowledge gained from prior experience to resolve issues surrounding installation, applications/systems, functionality, and training on software and/or hardware products as it relates to customer's environment. Develops working relationships w/functional groups to support the Service Desk (SD) goal of providing customers w/ service outlined in Service Level Agreements (SLAs) that will be developed for First Call Resolution (FCR), Abandon rate, Queue Management, etc.
Help Desk support is provided on a 12 hours per day, 5 days a week basis. "On-call" or extended support maybe required during emergency situations. Standard Job Description Defines network communications and designs and implements solutions within existing network. Manages load configuration of central data communication processor and makes recommendations for upgrade of data networks. Evaluates and reports on new analog and digital communications technologies to enhance the capabilities of the data network. Provides problem resolution for all hardware and software elements of the data communication network and ensures the availability of the data network. Proposes solutions to management to provide all data communications requirements are based upon future needs and current usage, configuring such solutions to optimize cost savings. May coordinate network-oriented projects. Security Clearance TS/SCI Typical Minimums Bachelors degree from an accredited college in a related discipline, or equivalent experience/combined education, with 5 years of professional experience; or 3 years of professional experience with a related Masters degree. Considered career, or journey, level. LMCareers Business Unit ESS0999 IS&GS-DEFENSE (S8200) Business Area Info Systems & Global Sol Program DC3 Department 5477024:ES-DoD Internal Management_OS Job Class Systems Engineering: Network Systems Engineers Job Category Experienced Professional State Maryland Relocation Available No Work Schedule STANDARD-Mon-Fri/8 hours a day Req Type Blue Sky Direct/Indirect Direct Shift First
