Service Desk Support - Mid

• CIS0003H4
• On Site

• Washington, District of Columbia, United States

• Full time

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"

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.
• Possesses and applies expertise on multiple complex work assignments. Assignments may be broad in nature, requiring originality and innovation in determining how to accomplish tasks.
• Operates with appreciable latitude in developing methodology and presenting solutions to problems.
• Contributes to deliverables and performance metrics where applicable. Minimum of 5 years' experience recommended. In absence of years of experience, certifications or past work may be used to show the level of experience needed to perform at this level.

A typical day in the life on this program involves:

• 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

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

Minimum Years of Experience:

Minimum of 2 years of experience in the evaluation, installation, configuration management, and user support of hardware and software

Preferred:

• Business Analysis and Project Management:
• o Agile Principles
• AWS Certifications