Helpdesk Specialist Junior

Patriot, LLC•Columbia, MD

16h•Onsite

About The Position

Patriot, LLC is seeking a Helpdesk Specialist to provide expertise to a federal client in support of their mission critical systems in defense of our Homeland based in Annapolis Junction, MD. 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. Must hold an active Secret clearance Per contract requirements, all candidates must be a US Citizen without dual citizenship 3+ years of relevant experience (up to 2 years of experience may be substituted with education). This role supports systems with 24x7x365 uptime. All candidates must be within commutable distance. There are no opportunities for telework. This role supports a 24x7 Operations Center. All candidates must be willing and able to perform up to 12-hour shifts, including weekends and holidays, on a rotating basis throughout the year.

Requirements

Due to federal requirements, only US Citizens can be considered. Candidates with dual citizenship cannot be considered
Active Secret clearance is required.
Due to agency and contract requirements, candidates must be U.S. citizens with no dual citizenship.
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.
Telework: Candidates must reside within a commutable distance and be available to work onsite at the customer’s discretion. This includes being on-site during the transition period. Must be based around Annapolis Junction, MD.
0-3 or more years of experience in Helpdesk/ServiceDesk/Call Center OR equivalent experience in customer service.
0-3 or more years of experience utilizing any Incident Management Ticketing System such as: Remedy v20.02 ServiceNow Other, comparable systems

Responsibilities

Provide frontline support for user-reported issues related to hardware, software, networking, telephony, and user account access
Log, track, and resolve incidents using the government-provided trouble ticketing system
Respond to calls and emails, provide timely updates to users, and close tickets upon confirmation of issue resolution
Escalate unresolved issues following the approved Escalation Plan
Support the use of COTS/custom applications, peripheral devices, and backup systems
Document daily operational activities and participate in status reporting
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