9 Help Desk Specialist 23-SE0516-1 Jobs in Bethesda, MD
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Help Desk Specialist 23-SE0516-1
$67k-84k (estimate)
Full Time | IT Outsourcing & Consulting
3 Weeks Ago
probity is Hiring a Help Desk Specialist 23-SE0516-1 Near Bethesda, MD
PLEASE NOTE: This position requires an ACTIVE Top Secret/SCI Clearance with Polygraph. To be considered for this position, you MUST have an ACTIVE Clearance Level of Top Secret/SCI with Polygraph
Duties include but are not limited to:
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
- Supports other high transaction help desk
- Special projects and tasks as assigned
- 5 years of relevant experience.
- TS/SCI clearance with poly
- Demonstrated experience and problem-solving abilities to assist customers with a variety of queries
- Ability to communicate effectively in a fast-paced environment
- Demonstrated experience with providing customer service for systems that reside in a secure environment
Job Summary
JOB TYPE
Full Time
INDUSTRY
IT Outsourcing & Consulting
SALARY
$67k-84k (estimate)
POST DATE
05/23/2024
EXPIRATION DATE
07/17/2024
WEBSITE
trueprobity.com
HEADQUARTERS
HERNDON, VA
SIZE
100 - 200
FOUNDED
2011
CEO
MARCUS ORDONEZ
REVENUE
$10M - $50M
INDUSTRY
IT Outsourcing & Consulting
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