Description

Provide mid-level technical support to a user community of approximately 6,000 users within the Department of Homeland Security.

Responsibilities

• Act as the first point of contact for CISA users via phone, web chat, email, and ticketing systems.
• Manage incidents and service requests through their full lifecycle using ServiceNow.
• Troubleshoot software and hardware issues, including Windows 11 and Microsoft 365.
• Map network drives and perform network-related troubleshooting.
• Execute tasks involving patch management software.

Required Skills

• Ability to obtain a DHS Entry on Duty (EOD) Public Trust clearance.
• Bachelor's degree or equivalent plus 3 applicable years of IT experience.
• Proficiency in troubleshooting Windows 11, M365, Internet Explorer, and Mozilla Firefox.
• Experience using ServiceNow for service management.
• Experience with patch management software.
• ITIL Foundation certification.
• Availability to work multiple shifts, including night and weekend coverage.
• Knowledge of CISA and DHS environments.

Preferred Skills

• CompTIA A+, Network+, or Security+ certification.
• HDI certification.

Key Skills

Education

Bachelor's