Help Desk Specialist

1 month ago

Atlanta, United States Metas Solutions LLC Full time
About Us:

Metas Solutions is a professional services firm headquartered in Atlanta, GA. We are an 8(a)-certified, Woman Owned Small Business (WOSB/EDWOSB) headquartered in Atlanta, GA, with offices at StudioPlex in Atlanta's Old Fourth Ward neighborhood. Metas is a professional services firm that offers technical assistance and consultation to the federal government in the areas of public health capacity building and information technology ideation and implementation. See for further details about us and careers with Metas.

Job Description:

Metas Solutions has an opening for an experienced Help Desk Specialist to support a program initiative to establish modernized public health (PH) data ecosystem, including efforts to modernize infrastructure and system needs to help federal, state, tribal, local, and territorial (STLT). Global public health organizations and institutions make decisions about necessary improvements that will allow data to flow more seamlessly.

Responsibilities:
  • Provides customer and technical support to users and other support staff.
  • Evaluate user needs, define technical problems, and work with engineering/development staff to determine solutions.
  • Assists customers in implementing solutions in multi-cloud environments.
  • Tracks and updates user access to system and data sets.
  • Performs ongoing activities to maintain and enhance overall system performance.
  • Provide scientific staff access to a MUST secure network to conduct on-premises analyses.
  • Provide access to scientific workstations and resolve issues (s) with access and licensing by escalating to Operations Lead.
  • Monitor requests submitted to support mailbox; create tickets in the ticketing system.
  • Follow up with clients (acknowledge requests, provide status updates) and communicate progress/completion to the lead and team as needed.
  • Assist the Cloud Operations Lead with onboarding staff to use transport services and test access.
  • Assist the Cloud Operations Lead with the completion of data access requests.
  • Create and update Jira tickets and update Access spreadsheets throughout the process.
  • Document issues with transport services, cloud access, and permissions in the appropriate issues management system and provide regular reports to leadership.
  • Maintain a knowledge base; add notes about tickets/issue resolution in Confluence, Jira help desk, or support system.
  • Summarize recurrent issues and standard solutions in regular reports to leadership.
Qualifications:
  • Entry level to Senior level experience with hands-on technical support.
  • Experience performing Level 1-3 issue support and triage.
  • Experience using JIRA for issue management.
  • Experience with supporting Azure/Amazon Web Services (AWS) cloud.
  • Experience utilizing databases such as Microsoft Access or SQL to manage outstanding tickets as well as expertise using ticket management systems such as ServiceNow.
  • Experience with supporting tools such as Databricks SQL, Databricks Notebook, RStudio, Tableau/Power BI, SAS Viya, etc.
  • Communicate verbally and in writing with all levels of employees and management.
  • Experience with MS SharePoint is a preferred.
  • Experience providing help desk support to executive leadership.
  • Microsoft Office and SharePoint experience.
  • Excellent communication and interpersonal skills.
Security, Salary, and Benefits:
  • Must be a US Citizen or have the ability to obtain a US Government security clearance (Public Trust 5) within a reasonable period. Market competitive salary commensurate with experience and education.
  • Comprehensive benefits packages include medical, dental, vision, life insurance, paid time off (PTO), and 401K with company match, growth, and promotion opportunities.


We are an Equal Opportunity Employer/Veterans/Disabled

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