Acclaim Technical Services is Hiring a Help Desk Specialist SME - Bethesda – FSP with Security Clearance Near Bethesda, MD
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