Service Desk Support - Mid
About The Position
As a Top Secret cleared Service Desk Support Specialist for this program, you will be working in an organization that's mission is to develop and operate the best possible software for critical national security enterprise applications. This organization leverages SCRUM and SAFE Agile software development methodology and strong Dev Ops practices. You will be responsible providing support to application users on a variety of issues. You will identify, research and resolve technical problems. You will ensure ensures that all phases of help desk support are properly coordinated, monitored, logged, tracked, and resolved appropriately. "This position is contingent upon award"
Requirements
- Active Top Secret with SCI Eligibility
- Minimum of 2 years of experience in the evaluation, installation, configuration management, and user support of hardware and software
- Education: Bachelor's degree
- In absence of degree, additional years of experience may be substituted for educational requirements
- Clearance Required: Top Secret with SCI Eligibility
- Minimum Education: Bachelor's degree
- In absence of degree, additional years of experience may be substituted for educational requirements
- Minimum Years of Experience: Minimum of 2 years of experience in the evaluation, installation, configuration management, and user support of hardware and software
Nice To Haves
- AWS Certifications
Responsibilities
- Provides support to end users on a variety of issues.
- Identifies, researches, and resolves technical problems.
- Responds to telephone calls, email, and personnel requests for technical support.
- Documents, tracks, and monitors the problem to ensure a timely resolution.
- Ensures that all phases of help desk support are properly coordinated, monitored, logged, tracked, and resolved appropriately.
- These personnel serve as the first point of contact or troubleshooting hardware/software PC and printer problems.
- Receive and triage user-reported issues
- Resolve user issues and service desk tickets efficiently by offering step-by-step guidance and support and coordinate with other groups as appropriate
- Escalate complex issues with detailed description of issues to higher-tier groups
- Document each interaction
- Track and manage operational metrics
Benefits
- medical insurance
- dental insurance
- vision insurance
- 401(k) retirement plan
- life insurance
- long-term disability insurance
- short-term disability insurance
- 17 days paid time off
- up to 12 weeks annual paid maternity leave
- up to 6 weeks annual paid parental leave
- as well as 7 company holidays and 4 floating holidays annually
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Industry
Professional, Scientific, and Technical Services
Number of Employees
5,001-10,000 employees
