Position: Help Desk (Service Desk) Specialist
Contract/Location: National Capital Region / Pensacola, FL Overview:
NAIS LLC is seeking an experienced Help Desk (Service Desk) Specialist to provide services on a contract supporting a U.S. Government agency. The ideal candidate will have excellent problem-solving and communications skills as well as a previous work history of providing support to end users to resolve technical problems on a variety of issues. This position requires a positive attitude, strong organizational skills, a drive to focus and produce results, and the ability to lead a team to meet objectives and foster strong customer relationships in a complex environment. This is a full-time salaried position with compensation to be based on experience and overall strength of the candidate. In addition to receiving a competitive salary and generous health and personal benefits, the opportunity offers the ability to enhance the selectee’s skill set among a talented and technically accomplished group of colleagues. On this contract, our team will support the U.S. Government agency across the following activities: 1) Serve as the initial point of contact for IT-related field problems. 2) In this capacity you will provide phone and online support to users, performing technical triage, troubleshooting, resolving the issues, and following escalation protocols as necessary. Qualifications: • Clearance: Top Secret / SCI • Citizenship: Must be a U.S. Citizen. • Education: Bachelor’s Degree from an accredited academic institution in a relevant field. An associate degree plus 4 years work experience may be substituted for a bachelor’s degree. • Experience: No minimum of years of experience providing similar services similar projects. • Preferred: Experience working in government IT and cybersecurity environments in U.S. civilian government or other federal government agencies.
Core Duties: • Provides support to end users to resolve technical problems on a variety of issues. • Ensures a timely process through which problems are controlled (includes problem recognition, research, isolation, resolution, and follow-up). • Responds to telephone calls, email, and personnel requests for technical support. • Documents, tracks, and monitors the problem to ensure a timely resolution. • Interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problem. • Simulates or recreates user problems to resolve operating difficulties. • Recommends systems modifications to reduce user problems.