IT Help Desk Engineer MidJuniorRemote

3 months ago

Washington, United States Shuvel Digital Full time

Position Overview

This recently awarded long term (5-year) contract involves multiple teams providing Development, Security, and Operations (DevSecOps) services to support the United States Citizenship and Immigration Services (USCIS) in the delivery of their Information Technology (IT) systems, with a primary focus on the Verification Information System (VIS). These teams will be responsible for operations and maintenance activities, as well as standardizing complex, large-scale, internet-facing websites and IT systems within an AWS cloud environment. Utilizing forward-thinking, modern, open-source technologies and managed cloud services, the project emphasizes strong customer engagement to ensure effective and efficient service delivery.

We are currently seeking a motivated, career, and customer-oriented IT Help Desk Engineer (Junior) to join our team supporting this contract. The Help Desk Engineer will troubleshoot issues to provide excellent customer service and support to system stakeholders.

Work Location

This is a long-term remote/telework position but candidates may require occasional on-site visits in the DC metro area. USCIS is headquartered in Camp Springs, Maryland.

Clearance

Client requires US citizenship, the ability to obtain and hold a public trust position, and favorable suitability based on a USCIS Background Investigation.

Responsibilities

• Provide excellent customer service in a timely and efficient manner

• Respond quickly and accurately to incoming support requests from customers and urgent emails as prioritized by Government

• Leverage a full suite of support and automation tools to resolve issues and requests

• Anticipate customer needs and gather necessary information before responding

• Troubleshoot issues related to applications, such as emergency software fixes and application interface problems. Guide users through troubleshooting steps as needed

• Generate clear and concise responses and emails; use screenshots and pictures, when necessary, and provide bullets or step-by-step instructions

• Define and create repeatable scripts/templates for commonly requested questions

• Maintain list of troubleshooting steps for common issues regarding the applications and augment as needed

• Proactively communicate progress, concerns, and issues to leaders and to stakeholders

• Monitor systems, networks, and server uptime and performance to identify and resolve potential issues proactively

• Attend status meetings and be prepared to discuss updates

Requirements

• Bachelor's degree in business, IT, or any related field

• 1+ years of relevant work experience supporting complex projects

• Experience or capable of using ticketing systems such as ServiceNow and Salesforce, managing various email inboxes, and interacting directly with the customers (end users) of USCIS systems through tiered support.

• Excellent verbal, written and interpersonal communications skills with the ability to communicate with both technical and non-technical users

• Highly motivated, quick learner, organized, strong time management skills and attention to detail

• Proficiency in Microsoft Office and other office productivity tools, with aptitude to learn new software and systems

• Critical thinking, analytical, and problem-solving skills

  • Help Desk Specialist

    4 weeks ago

    Washington, United States Indigo IT Full time

    Job Title: Help Desk SpecialistIndigo IT is seeking a skilled Help Desk Specialist to join our team. As a Help Desk Specialist, you will be responsible for providing technical expertise and effective customer service to ensure the prompt identification, prioritization, logging, tracking, and resolution of Service Incidents and Requests.Key...

  • Help Desk Specialist

    4 weeks ago

    Washington, United States Indigo IT Full time

    Help Desk Specialist Washington, DC SUMMARY: Founded in 2001, Indigo IT is an award winning information technology consulting and services company. We are a trusted services provider to government agencies seeking innovative Cloud, Cybersecurity, Knowledge Management, and Enterprise solutions. We know our defense, federal, and civilian customers have...

  • Help Desk Specialist

    3 weeks ago

    Washington D.c., United States Gridiron IT Solutions Full time

    Gridiron IT seeking a highly motivated and skilled Help Desk Specialist to join our dynamic IT team. As a Help Desk Specialist, you will play a crucial role in analyzing our customer's information systems, identifying areas for improvement, and proposing innovative solutions to enhance operational efficiency. You will collaborate with cross-functional teams...

  • Help Desk Specialist

    3 weeks ago

    Washington, Washington, D.C., United States SAIC Full time

    Job Title: Help Desk SpecialistWe are seeking a skilled and experienced Help Desk Specialist to provide technical support to our users. The ideal candidate will have a strong background in IT service delivery and be able to troubleshoot complex technical issues.Key Responsibilities:Provide Tier II help desk support to users unable to resolve technical...

  • Help Desk Specialist

    1 week ago

    Washington, Washington, D.C., United States Softthink Solutions Inc Full time

    Job OverviewSoftthink Solutions Inc. is seeking a highly skilled Help Desk Technician to join our team. As a Help Desk Technician, you will be responsible for providing technical support and assistance to our clients and internal teams.Key ResponsibilitiesProvide technical support and assistance to clients and internal teams via phone, email, and in-person....

  • Help Desk Specialist

    7 days ago

    Washington, Washington, D.C., United States ProSphere Tek Full time

    Job Title: Help Desk SpecialistProSphere Tek is seeking a skilled Help Desk Specialist to support our Government customer in Washington, DC for our DoS PHIMS contract.Key Responsibilities:Manage user accounts, applications, and asset tracking to ensure timely and accurate customer service.Conduct component-level diagnostics and provide support to in-office...

  • Help Desk Specialist

    3 days ago

    Washington, Washington, D.C., United States Planned Systems International Full time

    Job Title: Help Desk SpecialistJob Summary:Planned Systems International, Inc. (PSI) is seeking a Help Desk Specialist to support our Government customer in Washington, DC for our DoS PHIMS contract. The ideal candidate will have a strong background in technical support and excellent communication skills.Key Responsibilities:• Manage user accounts,...

  • Help Desk Specialist

    1 week ago

    Washington, Washington, D.C., United States ProSphere Tek Full time

    {"Job Title": "Help Desk Specialist", "Job Description": "Job SummaryWe are seeking a highly skilled Help Desk Specialist to join our team. The successful candidate will provide technical support and assistance to our customers, ensuring timely and accurate resolution of issues.Key ResponsibilitiesManage user accounts, applications, and ticketing...

  • Help Desk Specialist

    1 week ago

    Washington, Washington, D.C., United States Planned Systems International Full time

    Job Title: Help Desk SpecialistPlanned Systems International, Inc. (PSI) is seeking a skilled Help Desk Specialist to provide technical support to our Government customer in Washington, DC.Job Summary:The Help Desk Specialist will be responsible for managing user accounts, applications, and asset tracking, ensuring timely and accurate customer service. The...

  • Help Desk Specialist

    4 weeks ago

    Washington, United States Planned Systems International Full time

    Job SummaryWe are seeking a highly skilled Help Desk Specialist to join our team at Planned Systems International, Inc. in Washington, DC. As a Help Desk Specialist, you will be responsible for providing technical support to our customers, troubleshooting issues, and resolving problems in a timely and efficient manner.Key ResponsibilitiesManage user...

  • Help Desk Specialist

    1 month ago

    Washington, Washington, D.C., United States AHU Technologies Inc Full time

    Job SummaryWe are seeking a skilled Help Desk Specialist to join our team at AHU Technologies Inc. As a Help Desk Specialist, you will be responsible for providing technical support to end-users, troubleshooting and resolving technical issues, and ensuring a timely resolution to problems.Key ResponsibilitiesTechnical Support: Provide technical support to...

  • Help Desk Specialist

    2 weeks ago

    Washington, Washington, D.C., United States ProSphere Tek Full time

    Job Title: Help Desk SpecialistProSphere Tek is seeking a skilled Help Desk Specialist to join our team. As a Help Desk Specialist, you will be responsible for providing technical support to our customers, troubleshooting issues, and resolving problems in a timely and efficient manner.Key Responsibilities:Manage user accounts, applications, and asset...

  • Help Desk Specialist

    4 weeks ago

    Washington, United States Trace Systems Full time

    Overview: Job Title: Help Desk Specialist Job Location: Naval Research Lab, Washington, DC Job Responsibilities: Requisition Type: Pipeline Join our dynamic team at Trace Systems as we seek a talented and cleared Help Desk Specialist to play a pivotal role in supporting the prestigious Naval Research Lab (NRL). As a key member of our team, you'll be...

  • Help Desk Support Specialist

    1 month ago

    Washington, Washington, D.C., United States SAIC Full time

    Job SummaryWe are seeking an experienced and motivated Help Desk Support Specialist to provide technical support to users with complex IT issues.Key ResponsibilitiesProvide Tier II help desk support to users unable to resolve technical issues at the Tier 1 level.Offer creative solutions to customer problems to ensure customer satisfaction and...

  • Help Desk Specialist

    4 weeks ago

    Washington, United States Trace Systems Full time

    Job Title: Help Desk SpecialistJob Summary:We are seeking a skilled Help Desk Specialist to join our team at Trace Systems. As a key member of our team, you will be responsible for ensuring the seamless installation, operation, and maintenance of critical data and applications hosted by our clients.Responsibilities:Provide technical support and...

  • Help Desk Manager

    2 weeks ago

    Washington, Washington, D.C., United States General Dynamics Full time

    Job Title: Help Desk ManagerJoin General Dynamics Information Technology (GDIT) as a Help Desk Manager and be part of a team that delivers consulting, technology, and mission services to every major agency across the U.S. government, defense, and intelligence community.About the Role:We are seeking a highly skilled and experienced Help Desk Manager to lead...

  • Help Desk Specialist II

    1 week ago

    Washington, Washington, D.C., United States NuAxis Innovations Full time

    Job Summary:We are seeking a skilled Help Desk Specialist II to provide technical support to our customers. The ideal candidate will possess expertise in multiple complex work assignments and be able to apply originality and innovation in determining how to accomplish tasks. The Help Desk Specialist II must meet contract Service Level Agreements (SLAs) for...

  • Help Desk Support

    1 month ago

    Washington, United States Inceed Full time

    Compensation: $30 - $33/hr Location: Onsite in Washington D.C. Help Desk Support Inceed has partnered with a great company to help find a skilled Help Desk Support to join their team! Responsibilities: Providing direct support to end users onsite and remotely and tracking all help desk metrics. Receive customer Help Desk phone calls Process helpdesk tickets...

  • Help Desk Manager

    3 weeks ago

    Washington, Washington, D.C., United States General Dynamics Information Technology Full time

    Job Title: Help Desk ManagerJoin General Dynamics Information Technology (GDIT) as a Help Desk Manager and play a critical role in providing IT support services to the Legislative Branch of the U.S. Government. As a Help Desk Manager, you will be responsible for ensuring the success of the multi-channel Help Desk, supporting customer issues with IT hardware,...

  • Help Desk Specialist

    3 months ago

    Washington, United States ProSphere Full time

    Overview Planned Systems International, Inc (PSI) is seeking a Help Desk Specialist to support our Government customer in Washington, DC for our DoS PHIMS contract. Location: Washington, DC Clearance: Active Secret Clearance Essential Functions and Job Responsibilities Manage user accounts, applications, Service Now ticketing system,...