- provides information technology (IT), information assurance (IA), and visual communication services to government and commercial customers worldwide - is hiring a full-time Help Desk Specialist with TS/SCI FSP
at its Annapolis Junction, MD
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.Responsibilities
Provides 24x7 Help Desk support as defined by first response/Tier 1 support.
Rotating Shift work position with a small team providing service availability monitoring and help desk support for internet-like collaboration services hosted on a government intranet for a large and diverse community of users• Provide health and status monitoring, and taking appropriate measures when a service outage occurs. Utilize SOPs to perform basic troubleshooting steps to identify the problem, then restart service and/or servers to resolve the issue. • Document and communicate outage information to co-workers and customers• Provide tier 1 response to customer service requests received via phone, email, chat, and tickets.• Document all communications in a ServiceNow ticket system, escalate tickets as needed • Provide basic instructions on how to use services to both external and internal customers• Troubleshoot customer accounts and users' ability to logon to the collaboration environmentQualificationsClearance Required:
TS/SCI with Full Scope PolygraphBaseline Certification:
DoD 8570 Compliance with IAT level 1 is required. Education/Years of Experience:
One (1) year demonstrated Help Desk experience. Bachelor's degree in a Technical, Math or Business discipline from an accredited college or University is required. Two (2) years of Help Desk experience with an Associates or three (3) years' experience may be substituted for a Bachelor's degree.IMG COMPANY BENEFITS
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.
- 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