Position Overview
Served as a Specialized Contractor at the DISA Global Service Desk (GSD), providing Tier 1 technical support to a diverse user base. Acted as the first point of contact for end-users, troubleshooting and resolving various IT-related issues while supporting thousands of users both locally and remotely.
Primary Responsibilities
- Provided comprehensive technical support for hardware and software functionality
- Managed user inquiries across personal computers, desktop systems, and mainframes
- Documented technical issues and resolutions using ticketing systems
- Handled account management and password resets with security compliance
- Collaborated with Tier 2 and Tier 3 teams for complex issue resolution
- Maintained knowledge base articles and self-help resources
Systems & Applications Support
- Multi-Host Internet Access Portal
- Defense Collaborate Systems
- Defense Joint Military Pay & Civilian Pay Systems
- Unified Video Dissemination System
- Distribution Standard System
- Network Security Devices
- DoD Enterprise Portal Services
- Defense Industrial Financial Management System
- Supporting over 400 different applications total
Key Contributions
- Delivered excellent customer service with clear technical communication
- Maintained high security and confidentiality standards
- Identified trends for proactive solution development
- Participated in ongoing training for skill enhancement
- Contributed to knowledge base development
- Ensured compliance with DISA policies and procedures