Employee

EKASYS INC•Herndon, VA

21h•Onsite

About The Position

The Service Desk Operator (SDO) will provide basic technical assistance, support, and advice to customers and users, addressing minor hardware, software, and systems issues. The SDO will ensure efficient resolution of customer problems through various support channels, including walk-ins, telephone calls, service tickets, and email messages. The role involves troubleshooting, creating tickets, and providing step-by-step instructions to resolve issues.

Requirements

Minimum of two (2) years’ experience working in a customer service environment.
At least one (1) year of experience and/or knowledge necessary to provide customer IT support.
The SDO will be issued an Information Systems (IS) Privileged Access Agreement (PAA) and Acknowledgement of Responsibilities form from the ISSM and must adhere to it.
After onboarding, the SDO will receive a Cyber IT/Cybersecurity Workforce (CSWF) designation letter from the Information Systems Security Manager (ISSM) and must adhere to it.
The SDO must have (at a minimum) one of the Baseline Cyber IT Certifications prior to onboarding at PNS, as identified in Specialty Area 41, Entry/Apprentice certification, referenced in the Cybersecurity workforce manuals SECNAV M-5239.2 and DoD 8570.01M. Education can substitute for Certifications as per the table.
Strong technical troubleshooting and problem-solving skills.
Excellent communication and interpersonal abilities.
Proficiency in IT support operations and customer service.
Ability to manage time effectively and prioritize tasks.
Knowledgeable in using and managing Service Desk Ticket systems.
Familiarity with cybersecurity standards and compliance requirements.

Responsibilities

Provide basic technical assistance for minor hardware issues (e.g., keyboard and CAC reader failures), software, and systems problems.
Respond to walk-in customers, telephone calls, service tickets, and email messages from customers seeking resolution of computer problems.
Analyze issues to determine if the problem is related to the network, a system, an application, or the user’s workstation.
Create a ticket and work with the customer to resolve the problem, providing step-by-step instructions.
Redirect unresolved issues to the next level of support if the problem cannot be resolved.
Provide feedback on processes and make recommendations for areas of improvement.
Troubleshoot using various diagnostic techniques, including: Determine network functionality/availability using application tools such as "Ping."
Determine shared resource functionality (e.g., network-attached drives and print services).
Knowledge of hardware, software, operating systems, Service Desk tools, and Remote Access.
Determine application functionality (e.g., web function, Citrix terminal server, database server function, and email).
Determine user computer account status and assist with account issues, password changes, and user redirection to the NMCI National Helpdesk.
Understand basic PC functionality, including hardware, software, virus/malware, Windows policy, and security policy.
Ability to multi-task and change priorities as needed.