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Help Desk Specialist Journey (074) Dec 20, 2017
Baltimore, MD  
Tier1/Tier2 Help Desk Specialist
Certification: Security+ Certification at start of position
Clearance: Interim Secret Clearance to start (move to TS)
Location: Linthicum, MD

•5 years and BS Technical Degree, 13 years’ exper w/
•SW/HW and network problem resolution
•Make decisions, question/problem diagnosis, call center.
•Desk Side Support for Users on site and by phone.
•Password resets, e-mail, Fax, Web, direct requests
•Document, research, identify, solve technical problems on
initial call and/or triage resolution.
•Document, track, communicate technical solutions.
•Resolve issues of installation, applications/systems,
functionality, and training on SW/HW.
•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.

•Windows 7/10 Operating Systems and MS Office 2007/2010/2013
•Windows 7/10 workstation OS image creation/deployment
•Troubleshooting, supporting deploying Windows Workstation
•Active Directory, register CAC certificates
•Account creation and Outlook
•OU's, registry changes and security groups
•Document, research, identify, solve technical problems
•Physically move, deploy and relocate workstations
•Learn and grown in progressive environment
•Troubleshoot both classified and unclassified networks
•Develop relationships, meet service level goals.
•Experience in Footprints, Remedy, other Ticketing system.
•Strong customer service experience
•Demonstrated excellent written and oral communication

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