Help Desk Technician - FSP

Help Desk Technician-Fsp

Zachary Piper Solutions is seeking a qualified Help Desk Technician-Fsp to support a federal program based out of Reston, VA. This position encompasses various workstreams and responsibilities, contributing to the provision of 24x7x365 services. Requires an active TS/SCI FULL SCOPE POLY Clearance.

Responsibilities:

• Monitor and report on deployment flow, ensuring operational functionality, and promptly escalating issues to the deploying team.
• Identify and drive fixes with feature teams for volume drivers.
• Execute documented deployment scripts and procedures.
• Coordinate restoration actions with other teams.
• Support outage restoration actions, adhering to published SLAs or as indicated by procedures.
• Document all investigative and restorative actions in the designated system of record for audit purposes and root cause investigations.
• Identify and drive recovery levers with feature teams.
• Apply problem-solving, troubleshooting, and debugging expertise to mitigate customer or service outages.
• Update standard operation procedures and technical training guides documentation as needed.
• Manage secure work area operations, including assisting in hardware deployments, physical escort for maintenance, cleaning, and other services, and providing equipment assistance/troubleshooting.

Required Skills:

• Clearance: Must hold an active TS/SCI with FS Poly.
• Excellent customer service skills and focus.
• Education: Bachelor's Degree in a related field or equivalent combination of IT training and practical experience.
• Adaptable to a fast-paced environment with changing priorities.
• Ability to execute work with precision in time-sensitive outage scenarios.
• Effective communication skills in both written and oral English.
• Ability to perform work under continuous deadline pressure.
• Openness to shift work, as 24/7 support is essential.

Compensation:

• Competitive Salary Range: Up to $100,000 based on your experience and skills.
• Comprehensive Benefits: Enjoy medical, dental, vision, Paid Time Off (PTO), 401k, sick leave if required, and holiday benefits.

Keywords: Full Scope Poly, TS/SCI, FSP, Cloud, SLAs, debugging, Azure, Office365, Help desk, Tier 1, Admin