Job Location: Springfield, VA Job Type: Full-Time Clearance: Active Top Secret or CBP BI Pay: Up to $90K/yr (DOE) DUTIES AND RESPONSIBILITIES: Handle help desk escalations through tickets or by phone. Use and update Remedy ticketing system for tracking. Record and escalate incidents and requests as required to ensure quality of service and within established SLA s. Install, modify, and repair Outlook and email account settings (Verify email settings such as cache and data files, recreate Outlook profile, etc.). Run diagnostic programs to troubleshoot problems (Use Microsoft Support and Recovery Assistant for Office 365 or similar diagnostics and repair tools). Perform additional duties as assigned SPECIFIC KNOWLEDGE, SKILLS, & ABILITIES: 5+ years of experience in a service desk or directly supporting end-user customers. Expert in common email clients such as Outlook, and OWA Expert knowledge of basic email technology such as SMTP, mail relay distribution groups, calendars and mail delegation. Intermediate knowledge in Microsoft Exchange related technologies such as mailbox creation, distribution list management, delegation management, and Exchange health monitoring. Intermediate knowledge in Microsoft O365 technologies such as AAD sync and Azure. Familiar with Active Directory, DNS, DHCP (Verify user account in Active Directory and its permission groups, troubleshoot network settings). Intermediate knowledge of networking principles Ethernet, TCP/IP and VPN Intermediate knowledge of Windows 10. Have excellent troubleshooting skills. Must have strong interpersonal skills and have experience dealing with all levels of users. Experience with remote support applications. - provided by Dice Help Desk, desktop, Remedy, Outlook, email, Office 365, OWA, SMTP, Exchange, Active Directory, VPN, Windows 10