Jr. Help Desk Support Specialist

RBR Technologies•Odenton, MD

About The Position

RBR-Technologies is a small service-disabled veteran-owned information and technology business founded on the basic principle of delivering customer mission success. RBR-technologies prides itself on our commitment to mission success as exemplified by the trust our customers and contract partners place in us. From RBR's first employee to the present day, every team member has a passion for mission success. Since 2011, we have continued to employ the highest caliber of professionals whose success is attributed to the intelligence, dedication, and years of experience within many government organizations including the Intelligence Community (IC), Department of Defense (DoD), and Defense Information Systems Agency (DISA). RBR-Technologies has an immediately available opening for a Help Desk Support Specialist to support our DCSA customer Our specific work, which revolves around technology modernization for Industrial Security, is an ongoing effort to add an analytic capability for industry partners and Government analysts that collects, stores, automates and centralizes information supporting risk analysis for entities in the Defense Industrial Base (DIB). The candidate will support DCSA Industrial Security technology modernization by delivering help desk and software development services that will support existing web application development that enhance and extract insights from specific commercial and government data. The Help Desk Support Specialist provides front-line and advanced technical support for an enterprise IT system, serving as a primary point of contact for users and resolving incidents, service requests, and technical issues across multiple functional areas. This role supports system availability, user productivity, and service-level objectives through effective troubleshooting, documentation, escalation, and customer engagement.

Requirements

Bachelor's in IT Operations or related discipline
2+ years of related experience required
Active Secret clearance

Nice To Haves

Familiarity with agile software development methodologies including JIRA and Confluence.
Experience with the specific methodologies/technologies used with this program a plus. Technologies and methodologies include:
Scaled Agile Framework 6.0
Department of War Acquisition Framework (specifically Software Acquisition Pathway)
Microsoft Office Suite of Tools
Strong skills with PowerPoint and MS Project
Software Languages Familiarity
Java
Angular 9
TypeScript
HTML 5

Responsibilities

Serve as the initial point of contact for user support requests received via phone, email, chat, or service management tools.
Log, categorize, prioritize, and track incidents and service requests in accordance with established help desk processes.
Resolve routine and well-documented technical issues using approved procedures, scripts, and knowledge base resources.
Perform advanced troubleshooting for complex or non-routine issues, including analysis of system behavior, configurations, logs, and error conditions.
Support user account management activities, including access requests, password resets, role-based permissions, and entitlement validation.
Provide guidance to users on system functionality, workflows, and standard operating procedures.
Identify issues requiring escalation and coordinate with Tier 3 support, engineering teams, vendors, or system administrators as appropriate.
Participate in incident response activities, including support for high-priority or service-impacting events.
Conduct root cause analysis for recurring or systemic issues and recommend corrective or preventive actions.
Develop, update, and maintain technical documentation and knowledge base articles to improve support efficiency and first-contact resolution.
Ensure timely communication with users regarding issue status, resolution progress, and closure.
Support system updates, patches, releases, and configuration changes by validating fixes and assisting with post-deployment user support.
Contribute to continuous improvement of help desk processes, troubleshooting guides, and customer service practices.
Adhere to applicable security, privacy, and compliance requirements while handling user data and system access.
Secondary responsibilities may include high level briefing development, project scheduling, and overarching task management.