Help Desk Support Specialist, Tier 1 - Fort eustis, VA 23604 - US
Employer : JANUS Research Group
Job Title : Help Desk Support Specialist, Tier 1
Location : Fort eustis, VA 23604 - US
Job Type : Direct-Hire / Permanent Full-Time
Minimum Clearance Level : US Citizen - No Clearance
Date Modified : 05-08-2021
Salary : (not listed)
Additional Salary Information :
Career Level : Experienced (Non-Manager) 5+ Years of Experience
Education Level : Bachelors

-------------------------------Job Description---------------------------------

Position Overview:

JANUS is seeking a Tier 1 Help Desk Support Specialist supporting and operating the U.S. Army’s Enterprise Management System (EMS) component of the Army Training Information System (ATIS). ATIS provides the underlying infrastructure to manage and deliver standardized training to Soldiers and other learners. The ATIS program designs, tests, implements, operates, and sustains an enterprise ATIS that provides a common operational picture of the training environment through integrated, interoperable training development, management, scheduling, and delivery capabilities. ATIS enables Commanders, leaders, Soldiers, and civilians to understand, visualize, describe, direct, lead, and assess training requirements to plan, prepare, execute, and assess training. ATIS also provides the institutional, organizational and self-development Army training domains to manage individual and collective training and education requirements.

Responsibilities:

- Provide Tier 1 Help Desk and Incident Management including the receipt, categorizing, handling, and disposition of all requests for service from users.
- Support establishing new accounts and password maintenance.
- Act as initial point of contact for service requests received at this support level.
- Complete preliminary assessment and resolved if within the technician’s realm of knowledge using troubleshooting checklists and established knowledge based processes.
- Normally the incident is elevated to the applicable Tier II Help Desk if not resolved within 15 minutes of receipt of the incident.
- Support computer and application issues associated with computers, software and hardware.
- Route tickets to appropriate teams for resolution based on incident category and severity.
- Assistance available from this tier will be of the low to medium level for both software and hardware incidents.
- Service desk is staffed 24 hours a day, 7 days a week.

Mandatory Requirement:

A United States Citizenship and an active T3 investigation is required to be considered for this position.

Experience and Education

Experience/Skills:

- 5 years’ experience providing service desk / helpdesk support to end-users for PC, server, applications and hardware.
- Have experience working with the United States military is highly desired.

Education:

Desired (not Required) - bachelor’s degree (or higher) in a management or technical discipline.