Help Desk Specialist with Security Clearance

2 weeks ago

Bethesda, United States Buchanan and Edwards Full time

Description Seeking a Help Desk Specialist to join Our Luke Team You will provide support on a team that provides a full spectrum of important IT-focused, enterprise-wide lifecycle support, including dev ops, applied technology investigations, operations and maintenance, and infrastructure lifecycle support services across the customer's enterprise. Our support in NOVA and Bethesda includes software engineering/development, O&M, technology investigations, customer advocacy, business process engineering, and system design. You will be a part of the Help Desk team covering work hours and supporting the team on various rotations Monday - Friday from 7am-7pm and weekend coverage from 7am-5pm once a month. Duties include but are not limited to: * Serve as subject matter expert, possessing in-depth knowledge of Help Desk support * Support on Low and High - email, phone and potentially Skype * Providing details to any bugs found by end users, tester(s) or stakeholder to the development team * Relaying verbally or via email, any pertinent information/details to the Government Program Office on any bugs found, resolutions from the development team, or web tool inconsistences * Documenting all end user interactions and writing bugs/issues/concerns in JIRA or other ticketing system * Updating documentation in Confluence and web tool * Posting Notification banners and events * Interfacing with the User Engagement team and Government Program Office when required * Demonstrating product to internal program team * Providing statistics and producing special requests for Government Program Office when required * Apprising User Engagement team of any request from users and participating in focus groups * Respond to and diagnose problems through discussion with user * Ensure a timely process through which problems are controlled - includes problem recognition, research, isolation, resolution, and follow-up step * Supervise operations of help desk and services as focal point for customer concerns * Provide support to end users on a variety of issues * Identify, research, and resolve technical problems * Respond to telephone calls, email, and personnel requests for technical support * Document, track, and monitor the problem to ensure a timely resolution * Provide second tier support to end users * Interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problem * Simulate or recreate user problems to resolve operating difficulties * Recommend systems modifications to reduce user problems * Providing feedback to development team on potential enhancements * Supports other high transaction help desk * Special projects and tasks as assigned Qualifications You'll Bring These Qualifications: * 5+ years of relevant experience. * TS/SCI clearance with poly * Demonstrated experience and problem-solving abilities to assist customers with a variety of queries * Ability to communicate effectively in a fast-paced environment These Qualifications Would be Nice to Have: * Demonstrated experience with providing customer service for systems that reside in a secure environment

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