Provides support 365 days a year. Shifts are rotating, 4 days a week, 10 hours a day. Shifts are 6am - 4pm and 12pm to 10pm. Help Desk support as defined by first response/Tier 1 support. Work 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 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 IMPORTANT: DoD 8570 Compliance with IAT level 1 is required.