Job DescriptionTitle: Help Desk Support (1st, 2nd & 3rd shift)Location: Vienna, VADuration: Full TimeMust- Top Secret ClearanceHelp Desk Specialist, Help Desk Support Services Specialist - Intermediate Required Knowledge, Skills & AbilitiesFor Help Desk Specialist:* Must be able to demonstrate knowledge of customer service and customer support principles and methods.* Must be able to report, respond to, and resolve customer requests.For Help Desk Support Services Specialist - Intermediate :Must be able to install, configure, upgrade, and troubleshoot hardware and software components.Must be able to present formal and informal training and assistance to customers.Must be able to demonstrate knowledge of knowledge-based applications.* Must be able to participate in the planning and delivery of a full range of customer support services to the organization.Functional ResponsibilityCreate tickets with basic user information and forward to the Tier 1 & 2 Service desk queue for further evaluation.Answer initial calls for all user issues at the TSC including IT, Security and Facilities issues in the building.Monitor ticketing queue and work on assigned tickets.Resolve all issues based on priority for unclassified and classified networks.Communicate effectively with users and update tickets with all relevant information.Escalate issues to leadership as needed including after hours and weekend sending emails and calling on call support.Support on-site shift operations 24/7/365.Maintain access to email accounts, mailboxes, distribution groups, personal storage tables (PSTs) and calendars.Assist with hardware decommissioningMinimum Education & ExperienceHigh School diploma and one year of experience in a Service Desk support environment.For Help Desk Support Services Specialist - Intermediate:High School diploma and one year of experience in a Service Desk support environment working with multiple system classifications.Two to three years' experience in Customer Service.Experience configuring IT hardware (workstations, monitors, printers, switch boxes).Experience working with Windows 7, Microsoft Server 2008 and 2012, Active Directory and various software applications including the full MS Office suite.Experience working in a 24/7/365 environment providing continuous support to users and critical operations monitoring and escalation.