System Engineer - Level 2 - Tier1 Help Desk

Stratum Networks is a rapidly growing information assurance and cybersecurity solutions company that provides high-end network and security consulting to Department of Defense and Intelligence Community clients. We are looking for a talented and passionate candidate who would support one of our clients located in the Annapolis Junction, MD area.
CANDIDATES ARE REQUIRED TO HAVE AN ACTIVE TS/SCI WITH POLYGRAPH TO BE CONSIDERED FOR THE POSITION.
Job Description:
Assist help desk operations at the shift or small help desk level. Assist non-exempt support staff.
• Ensure the help desk staff uses the required tools and software to identify, document, track and resolve reported problems.
• Trains, coaches, and mentor's employees on how to deliver the best customer service and achieve the team Service Level Agreements.
• Maintains and enhances customer services by organizing and evaluating service and delivery systems, and procedures.
• Works with other department supervisors to promote a high morale environment and assist other functions of the service desk as needed.
• Analyzes help desk activities and develop tools and process improvements to optimize service
• Assist staff in recognizing, identifying, isolating, and resolving problems with information systems products and services
• Simulates or recreates user problems to resolve operating difficulties
• Recommends systems modifications to reduce user problems
Day Shift - Mon-Fri
Salary: $119k - $247k depending on experience and contract.
Excellent benefits package, including up to 3 weeks paid vacation and 11 paid holidays. Eligible for health care (single and family) immediately. 401(k) plan with employer match available.
Qualifications:
Bachelors degree with 10 years experience or HS/GED with 15 years experience in systems.engineering.
Required Skills:
Customer service
ServiceNow Ticketing System
(Candidate shall have appropriate certification in compliance with the requirements of the DoD 8570 Information Assurance Category IAT Level I. CompTIA A+ CE, CompTIA Network+ CE)
STRATUM NETWORKS OVERVIEW:
Stratum Networks is a rapidly growing information assurance and cybersecurity solutions company with expert knowledge of implementing secure infrastructure, providing security integration, development, assessment and training solutions. Our high-end network and security consulting to Department of Defense and Intelligence Community clients create robust, secure network infrastructure, policies, and procedures for local and global, terrestrial and satellite networks.
As leading experts in their fields, our certified and highly experienced network, software development, IT support and security professionals are able to provide the necessary design, implementation, and consulting services to meet the demanding requirements of mission-critical networks. To learn more, visit .
Stratum Networks, Inc is an equal opportunity employer, who participates in E-Verify. All qualified applicants will receive consideration for employment without regard to race, color, national origin, gender, religion, age, disability, veteran's status, or any other classification as required by applicable law.