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Cornerstone Defense · 3 months ago

Help Desk Specialist -- Lead

Reston, VA

Contract

Onsite

Senior Level

Cornerstone Defense is the Employer of Choice within the Intelligence, Defense, and Space communities of the U.S. Government. They are seeking a Help Desk Specialist – Lead to serve as the first point of contact for customers seeking technical assistance, performing remote troubleshooting and directing unresolved issues to the next level of support personnel.

ArchitectureCloud InfrastructureInformation TechnologyNetwork Security

No H1B

Security Clearance Required

U.S. Citizen Only

Responsibilities

Serve as the first point of contact for customers seeking technical assistance over a ticketing system

Perform remote troubleshooting through diagnostic techniques and pertinent questions

Determine the best solution based on the issue and details provided by customers

Walk the customer through the problem-solving process

Direct unresolved issues to the next level of support personnel

Provide accurate information on IT products

Record events and problems and their resolution in logs

Follow-up and update customer status and information

Pass on any feedback or suggestions by customers to the appropriate internal team

Identify and suggest possible improvements on procedures

Performs other related duties as assigned

Qualification

Active TS/SCI with CI PolygraphActive Security+ certificationCOTS product supportTicketing systemsCustomer-orientedCool-temperedBasic technical issue resolutionComputer systemsCommunication