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Position: Help Desk Support, Call Center Support
Location: Alexandria, VA
Work Environment: On-site with potential for authorized telework
Clearance Required: Secret
Status: Funded
Info Gain Consulting is currently seeking an exceptional Help Desk Support Call Center Support specialist to join our team and provide invaluable support to the Department of Defense Office of Inspector General (DoD OIG) Information Technology Support Services contract.
To be eligible for this position, candidates must have a Secret clearance and possess U.S. Citizenship without the need for sponsorship, both now and in the future. Applicants without proof of U.S

Citizenship will not be considered due to the position's security clearance requirements.
The Job Duties and Responsibilities include but are not limited to the following:
Provide trouble call resolution in a knowledgeable, friendly, and professional manner
Meet DoD OIG established service level metrics for call response, technical support, and customer service
Input trouble calls into the DoD OIG ticket tracking system and ensure all relevant information is gathered and documented
Resolve trouble calls in person at the help desk, over phone, and through email
Analyze and resolve trouble tickets utilizing tools such as remote desktop
Escalate trouble tickets when required by service desk processes to either Tier II, Tier III, or appropriate team or individual
Provide follow-up service to end users to ensure that service provided by the Help Desk has addressed their needs in a timely and efficient manner
Assign Trusted Agents responsible for issuing alternate tokens to Mark Center Headquarters personnel when required
Document call resolution and ensure all notes are maintained in the ticket tracking system and Knowledge Base articles are published when applicable
Maintain existing and when required assist the Government with the creation of new Standard Operating Procedures (SOPs) in support of common Help Desk processes and activities
Perform all tasks 24 hours a day, 7 days a week with the exception of federal holidays
Provide support for Unclassified Internet Protocol Router Network (NIPRNet) and Secret Internet Protocol Router Network (SIPRNet) during primary operation hours (0600 to 1800 Monday through Friday) and NIPRNet only outside of those hours
Answer 90% of incoming calls within the first 30 seconds, except in instances of major outages
Attempt to resolve problems within the first 15 minutes, escalating tickets after 15 minutes of no resolution
Respond to voicemails left during regular business hours within one hour
Respond to voicemails left after regular business hours within the first two hours of the next business day, except for urgent issues
Maintain a call abandonment rate of ten percent or lower
Travel may be required within the Continental United States (CONUS) and the National Capital Region (NCR)
Required Qualifications:
Minimum 1 to 3 years of experience providing Tier I help desk or call center support
Experience with ticket tracking systems and documenting technical issues
Experience providing technical support for desktop operating systems, common Information Technology (IT) services, and applications on both classified and unclassified networks
Experience resolving trouble calls via phone, email, and in-person support
Experience using remote desktop tools to troubleshoot and resolve technical problems
Strong customer service skills with the ability to communicate technical information to non-technical users
Associate degree or equivalent in Information Technology, Computer Science, or related field, or equivalent combination of education and experience
DoD 8570.01-M Information Assurance (IA) computing environment certifications as approved by agency Information Assurance Workforce Improvement Program (IAWIP) coordinator (such as CompTIA A+, CompTIA Network+, or equivalent)
Active Secret security clearance or ability to obtain one
United States Citizenship required
Preferred Qualifications:
Information Technology Infrastructure Library (ITIL) Foundation certification or higher
Experience supporting DoD or federal government customers
Experience with Microsoft Windows operating systems and Microsoft Office applications
Experience working in a 24/7 support environment
Familiarity with NIPRNet and SIPRNet environments
Experience with Active Directory account management
CompTIA Security+ or similar security certification
Benefits:
Health (Preferred Provider Organization (PPO) & High Deductible Health Plan (HDHP)) Insurance, Dental, Vision, Short-Term Disability (STD) & Long-Term Disability (LTD), Basic Life Insurance, 401k Company Match, & Voluntary Products.
Info Gain Consulting is committed to providing equal employment opportunities to all individuals based on merit and qualifications. We prohibit discrimination in all aspects of employment as required by Title VII of the Civil Rights Act and other applicable federal laws. Our company values all applicants and employees and fosters a work environment where everyone is treated with respect and dignity.