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Help Desk Specialist Level 2 (EI)

Help Desk Specialist Level 2 (EI)

# of Openings 
Help Desk
Clearance Level 
TS/SCI with Polygraph
US-MD-Ellicott City

More information about this job


Seeking motivated and multi-tasking candidate with great customer service skills.


Title of Position: Help Desk Specialist Level 2


Description of Position:

  • Serves as the initial point of contact, globally, for access to the Enterprise IT environment. Interacts with IT users to resolve technical issues; responds to queries and completes service requests that originate by phone, web-based portals, email or other methods.
  • Reads, writes, and implements standard operating procedures and technical documentation.
  • Respond to service requests and queries, write and implement standard operating procedures and technical documentation, test ticket implementation, provide training for customers on use of related services and tools


Education and Experience Required:

  • Excellent customer service skills
  • Two (2) years experience in Microsoft Office, proficiency in troubleshooting
  • Experience with commercial VTC systems, media over Internet Protocol technlogies and network capabilities
  • Experience with Tanberg Monitoring System (TMS V.11) and Marconi Virtual Presence System (ViPr)
  • It is highly preferred that contractor personnel assigned to this TTO have prior technical knowledge and experience with commercial VTC systems, Media over Internet Protocol technologies and network capabilities.
  • Past experience with the following video management systems is desired: Tandberg Monitoring System (TMS), preferably TMS V.11, and Marconi Virtual presence System (ViPr).
  • The contractor must possess two (2) years experience using Microsoft Outlook, Word, and Excel; basic computer skills in a Windows 2000 and Windows XP operating environment.
  • Be skilled in preparing operational status reports and compiling basic metric data extracted from the VTC application.

Clearance Requirement:

  • TS/SCI with Polygraph

ProSync's executive team creates and expands business opportunities, recruits talented and intelligent technology professionals, and fosters a company culture that empowers ProSync professionals to shape and mold the direction of their careers and the direction of ProSync.


Employees of ProSync Technology Group, LLC and applicants for employment shall be afforded equal opportunity in all aspects of employment without regard to race, color, religion, political affiliation, national origin, disability, sex, age, or marital status.


Email for more specifics regarding the position.