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Help Desk Coordinator Tier 1 & 2

Charleston, SC
Help Desk Coordinator Tier 1 & 2
Charleston South Carolina
Secret Clearance

Position Overview:
NIS is seeking a Help Desk Support Technician to support our operations in Charleston South Carolina. This role requires an active Secret clearance and 2+ years as a Tier 1/Tier 2 support. This role will interface with end users and support non technical staff with help desk support.

Duties and Responsibilities:
  • Provides Tier I through Tier II analysis and technical help desk support.
  • Interface with multiple levels of users, management, and technical staff.
  • Provides moderate level of customer service support for office automation applications, personal computers, and printers.
  • Accurately documents and reports problems to technical staff for resolution.
  • Categorizes and prioritizes service requests by maintaining database (Remedy) with up-to-date status information.
  • Performs other help desk duties as assigned.
  • Responsible for providing support to end-user community on hardware, software, and network related problems.
  • Support resolutions to a variety of issues/problems as required.
  • Provide timely escalation of complex issues to management staff.
  • Responds to Tier II and higher trouble tickets.
  • Ensures problem ownership and promotes end-user satisfaction.
  • Closes activities of tickets assigned.
  • Interfaces with carrier representatives to obtain pricing, service selection, and billing information.
  • Provides conference calling, fax and E-mail directory support through the use of multiple platforms and applications.
  • Be able to work a weekly rotating shift and staff all shifts and be available to help cover absences and time off.
  • Requires a flexible schedule that accommodates temporary shift changes to cover absences and workload changes.

  • High School Diploma or equivalent.
  • Two to three years of relevant Help Desk work experience.
  • Familiar with ITSM Remedy, MS Office 365, and current printer technology
  • A+ certification a plus
  • Clearance Active SECRET clearance

About Nationwide IT Services
NIS is an IT and Management consulting company, designated 8(a) by the SBA, and a CVE-verified Service Disabled Veteran Owned Small Business. Our mission is to deliver value-added services to our customers, leveraging technology, people, and industry best practices to implement innovative solutions through our trusted employees and team members.  
Our benefits package includes medical, dental, and vision insurance, life and disability insurance, 401(k) plan with employer match, paid holidays, PTO (sick/vacation), commuter benefits, employee assistance program (EAP) and educational reimbursement.
Nationwide IT Services, Inc. provides equal employment opportunities (EEO) to all qualified applicants for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, genetics, disability or protected veteran status.


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