Lockheed Martin Help Desk - Tier 1 / 2 in Linthicum Heights, Maryland
Lockheed Martin is honored to be a mission partner with the Department of Defense Cyber Crime Center (DC3) – home to the world’s largest accredited digital forensics lab and the home of the public private partnership that shares cyber threat information with the Defense Industrial Base. Our DC3 program provides a full range of technical, functional, and managerial support. DC3 is located in Linthicum, Maryland, with other office locations in Northern Virginia, and consists of a mix of Government, civilian and contractor support personnel.
This role is a Tier1/Tier2 Help Desk specialist and will provide technical software, hardware and network problem resolution and make independent decisions by performing question/problem diagnosis in a call center environment. Support is provided desk side with users and by phone. Other responsibilities include password resets, e-mail requests, Fax, Web requests and direct requests for Help Desk support. This role will document, research, identify and attempt to solve technical problems on initial call and/or triage where appropriate for resolution. This role will document and track support activity and clearly communicate technical solutions in a user friendly professional manner. This role uses expertise in customer service and technical knowledge gained from prior experience to resolve issues surrounding installation, applications/systems, functionality, and training on software and/or hardware products as it relates to customer’s environment. Develops working relationships w/functional groups to support the Service Desk (SD) goal of providing customers w/ service outlined in the statement of work.
Basic Qualifications * Experience with Windows 7/10 Operating Systems and MS Office 2010/2013 * Experience with Active Directory to register CAC certificates * Must be able to support and troubleshoot both classified and unclassified networks * Experience with Footprints, Remedy, or a similar Help Desk Ticketing system * Must have at least an Interim Secret Clearance to start * DoD 8570 level 2 Certification
Desired skills * Ability to present complicated technical issues with clear easy-to-follow solutions and path forward * Demonstrated excellent written and oral communication skills * Familiarity with Windows 7/10 workstation OS and ability to image a workstation. * Ability to provide technical software, hardware and network problem resolution, making independent decisions by performing question/problem diagnosis in a Help Desk environment. * Strong customer service experience. * Supporting Outlook messaging issues. * Re-enable and unlock accounts, reset passwords and change OU's. * Experience with password resets, e-mail requests, Fax, Web requests and direct requests for Help Desk support. * Ability to document, research, identify and attempt to solve technical problems on initial call and/or triage where appropriate for resolution. * Ability to utilize customer service and technical knowledge gained from prior experience to resolve issues surrounding installation, applications/systems, functionality, and training on software and/or hardware products as it relates to customer's environment. * Experience developing working relationships w/functional groups and customers to meet established service level goals. * Ability to obtain Top Secret clearance with SCI
As a leading technology innovation company, Lockheed Martin’s vast team works with partners around the world to bring proven performance to our customers’ toughest challenges. Lockheed Martin has employees based in many states throughout the U.S., and Internationally, with business locations in many nations and territories.
Join us at Lockheed Martin, where we’re engineering a better tomorrow.
Lockheed Martin is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.
Job Location(s): Linthicum Maryland