Overview:Founded in 1987, IMG is a leading small business that exemplifies competence, integrity and follow-through. We consistently provide customer focused professional services, which ensures our company is recognized for continually exceeding expectations. We believe that at the core of our success stand our people. Our people have provided professional services in the Information Technology field for our customers with a commitment to customer satisfaction for over 30 years.

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IMG* – Provides information technology (IT), information assurance (IA), and visual communication services to government and commercial customers worldwide - is hiring a full-time Tier 1&2 Intelink Services Help Desk* with TS/SCI FSP* at its Annapolis Junction, MD location.

Responsibilities:Tier 1&2 Intelink Services Help Desk duties and responsibilities include:

• Provides 365 days, 4 days a week, 10 hour a day shift (0600 - 2200) Help Desk support as defined by first response/Tier 1 and 2 support.
• Rotating Shift work position with a small team providing service availability monitoring and help desk support for internet-like collaboration services hosted on a government intranet for a large and diverse community of users
• Provide health and status monitoring, and taking appropriate measures when a service outage occurs. Utilize SOPs to perform basic troubleshooting steps to identify the problem, then restart service and/or servers to resolve the issue.
• Document and communicate outage information to co-workers and customers
• Provide tier 1 and 2 response to customer service requests received via phone, email, chat, and tickets.
• Document all communications in a ServiceNow ticket system, escalate tickets as needed
• Provide basic instructions on how to use services to both external and internal customers
• Troubleshoot customer accounts and users’ ability to logon to the collaboration environment

Qualifications:Clearance Required: TS/SCI with Full Scope Polygraph

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Shift Availability: *Shifts are 10 hours, running either 0600- 1600 or 1200-2200, 4 days a week. Must be available to work holidays and weekends as each team member rotates through all the days of the week (no one person works only weekends or holidays or weekdays)

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Baseline Certification*: DoD 8570 Compliance with IAT level 1 is required.

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Education/*Experience: Three (3) years of Help Desk experience with a Bachelor’s Degree in a Business, Technical or Math related field. Five (5) years with an Associate’s Degree or seven (7) years’ experience may be substituted for the Bachelor’s Degree.

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COVID-19 Regulations: *As required by Executive Order 14042 and the guidance provided by the Federal Workforce Task Force, all federal contractor employees are required to be fully compliant with customer COVID-19 regulations. IMG will provide additional information regarding these requirements and how you can request an exception if needed.

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IMG COMPANY BENEFITS*

• Health, dental, vision, and life insurance
• Short term and long term disability insurance
• 401(k) with generous company match
• Flexible Spending Accounts (FSA) and Health Savings Accounts (HSA)
• 15 days of personal leave plus paid federal holidays
• Professional development and training assistance

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Information Management Group, Inc. is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.*
Max: USD $120,337.45/Yr.

Job Type: Full-time

Pay: Up to $120,337.45 per year

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