Helpdesk Specialist III

Patriot, LLC•Annapolis Junction, MD

About The Position

Patriot, LLC is seeking a Helpdesk Specialist III to provide expertise to a federal client in support of their mission critical systems in defense of our Homeland. As a Helpdesk Specialist, you will be responsible for providing technical support to our users and clients by triaging, researching, and answering questions regarding the program and systems.

Requirements

Due to federal requirements, only US Citizens can be considered. Candidates with dual citizenship cannot be considered
Active Secret clearance is required.
This contract supports systems that require 24x7x365 uptime. Candidates must be willing and able to meet recall requirements, including participation in a rotational on-call schedule.
At least seven (7) or more years of experience in Helpdesk/ServiceDesk/Call Center OR equivalent experience in customer service.
At least seven (7) or more years of experience utilizing any Incident Management Ticketing System such as: o Remedy v20.02 o ServiceNow o Other, comparable systems

Nice To Haves

DHS Suitability

Responsibilities

Provide a first point of contact for customers seeking technical assistance with a ticket, phone call, email, or in person
Assist customers, troubleshoot problems, and coordinate technical support.
Account creations, account lockouts, password changes
Record events and problems and their resolution in logs
Follow-up and update customer status and information
Log and route service requests and incidents in an incident management system.
Maintain service level agreements related to Desk Side support Service/Incident requests
Direct unresolved issues to the next level of support team member
Establish phone bridge with next level of support and customer leads per SOP’s
Receive and input critical time data in various formats and ingest it into the vetting system. Data may be received in various formats and must be converted to a customer defined format such as XML for ingest into the system