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Help Desk Support LeadHelp Desk Support Lead
Lockheed Martin | Hanover, Maryland
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Job Description

Description:Supporting the DoD Cyber Crime Center (DC3) Cyber Training Academy. DC3 CTA provides cyber training to DoD personnel supporting areas of digital forensics and cyber analytics. This position is to provide technical assistance to computer users. Answer questions or resolve computer problems for clients in person, or via telephone or electronically. May provide assistance concerning the use of computer hardware and software, including printing, installation, word processing, electronic mail, and operating systems. Provide support to assist students with all system related issues, such as system registration issues, difficulties accessing courseware in the system, and issues accessing/using VMs and virtual environments utilized in the course. Track requests in helpdesk system.

Basic Qualifications:

Basic Qualifications:

* 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 VM
* Supporting web application systems
* Re-enable and unlock accounts, reset passwords and change OU's
* Experience with Windows 10 Operating Systems and MS Office
* Experience with Active Directory to register CAC certificates
* Experience with JIRA, Remedy, or a similar Help Desk Ticketing system
* Must be eligible for Public Trust clearance

Desired Skills:

Desired Qualifications:

* Outstanding customer service and interaction skills, as well as excellent verbal and written communications skills
* Ability to present complicated technical issues with clear easy-to-follow solutions and path forward
* 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



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.

Join us at Lockheed Martin, where your mission is ours. Our customers tackle the hardest missions. Those that demand extraordinary amounts of courage, resilience and precision. They're dangerous. Critical. Sometimes they even provide an opportunity to change the world and save lives. Those are the missions we care about.

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.


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About Lockheed Martin

Headquartered in Bethesda, Md., Lockheed Martin is a global security and aerospace company that employs about 113,000 people worldwide and is principally engaged in the research, design, development, manufacture, integration and sustainment of advanced technology systems, products and services.

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