Help Desk Specialist SME - Bethesda – FSP Job Description:
ATS is seeking a Help Desk Specialist SME to join Our Team! You will provide support on a team that provides a full spectrum of important IT-focused, enterprise-wide lifecycle support, including dev ops, applied technology investigations, operations and maintenance, and infrastructure lifecycle support services across the customer’s enterprise. Our support in NOVA and Bethesda includes software engineering/development, O&M, technology investigations, customer advocacy, business process engineering, and system design. Invent your future and make a lasting impact at ATS! Duties include but are not limited to:
• Serve as subject matter expert, possessing in-depth knowledge of Help Desk support
• Support on Low and High – email, phone and potentially Skype
• Providing details to any bugs found by end users, tester(s) or stakeholder to the development team
• Relaying verbally or via email, any pertinent information/details to the Government Program Office on any bugs found, resolutions from the development team, or web tool inconsistences
• Documenting all end user interactions and writing bugs/issues/concerns in JIRA or other ticketing system
• Updating documentation in Confluence and web tool
• Posting Notification banners and events
• Interfacing with the User Engagement team and Government Program Office when required
• Demonstrating product to internal program team
• Providing statistics and producing special requests for Government Program Office when required
• Apprising User Engagement team of any request from users and participating in focus groups
• Respond to and diagnose problems through discussion with user
• Ensure a timely process through which problems are controlled – includes problem recognition, research, isolation, resolution, and follow-up step
• Supervise operations of help desk and services as focal point for customer concerns
• Provide support to end users on a variety of issues
• Identify, research, and resolve technical problems
• Respond to telephone calls, email, and personnel requests for technical support
• Document, track, and monitor the problem to ensure a timely resolution
• Provide second tier support to end users
• Interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problem
• Simulate or recreate user problems to resolve operating difficulties
• Recommend systems modifications to reduce user problems
• Providing feedback to development team on potential enhancements
• Special projects and tasks as assigned You’ll Bring These Qualifications:
• 5 years of relevant experience
• TS/SCI clearance with poly
• Command of Microsoft Windows Applications
• Ability to learn new technology
• Ability to communicate and document effectively
• Demonstrated experience and problem-solving abilities to assist customers with a variety of queries
• Ability to communicate effectively in a fast-paced environment These Qualifications Would be Nice to Have:
• Testing Demonstrated experience with providing customer service for systems that reside in a secure environment