Helpdesk Specialist

Diaconia LLC • Washington, DC

1d • Hybrid

About The Position

This position is posted for future opportunities and is not an active opening at this time. We provide system development and full spectrum IT support services to a U.S. Federal client in the DC Metro Area. The project needs a Helpdesk Specialist to provide user support to internal and external users of the OFM Information System. The role involves working in a team environment to support a software system, assisting users, performing initial triage of trouble tickets, and aiding with software testing.

Requirements

• At least 2-3 years of experience in a Help Desk environment. This can include a Call Center.
• Excellent oral communication and writing skills.
• Solid knowledge of Microsoft Office Suite, especially Outlook.
• Experience administering user accounts, passwords, and emails.
• Experience reviewing and maintaining security policies in accordance with Government and industry guidelines and best practices.
• Experience triaging issues reported by users in emails or in trouble tickets.
• Ability to obtain and maintain a Top-Secret DoD security clearance.

Nice To Haves

• ServiceNow reporting
• Software Testing
• An active Top-Secret DoD security clearance is preferred.

Responsibilities

• Provide Tier-1 user support Monday - Friday 8:30 - 5:00, via email and occasional Teams calls.
• Create/modify user accounts.
• Respond to all Helpdesk emails for support.
• Address and work ServiceNow incidents.
• Assign Tier-2 and Tier-3 incidents.
• Provide ticket reporting.
• Work with the technical staff to conduct release and user acceptance testing (UAT).
• Participate in Release Smoke testing, and release testing in the user acceptance testing (UAT) environment.
• Write technical and user guide documentation.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed