Description

The DarkStar Group is seeking a Help Desk Specialist with a TS/SCI Poly clearance to join one of our top projects in Bethesda, MD. Below is an overview of the project, as well as information on our company, our benefits, and our $25,000 referral program.

THE PROJECT

The DarkStar Group's team provides Analytic Software Development, Data Engineering, and Cloud Migration services, as well as interagency communication and data-sharing solutions, as part of an enterprise program that spans two major Intelligence Community customers. This project regularly has new openings for Software Engineers, Cloud Infrastructure Experts, DevOps Engineers, Data Engineers, SharePoint Developers and Administrators, ServiceNow Developers, and various other types of IT professionals.

Work on this program takes place in Herndon, McLean, and Bethesda (we cannot support remote work) and requires a TS/SCI Polygraph clearance (acceptable to this customer).

THE ROLE

The DarkStar Group is seeking a Help Desk Specialist 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 devops, 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. You will be a part of the Help Desk team covering work
hours and supporting the team on various rotations Monday – Friday from 7am-7pm and weekend
coverage from 7am-5pm once a month. 

Duties included 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

Required Skills

• 5 years of relevant experience.
• Demonstrated experience and problem-solving abilities to assist customers with a variety of queries
• Ability to communicate effectively in a fast-paced environment

Desired Skills (Optional)

• Demonstrated experience with providing customer service for systems that reside in a secure environment

About The DarkStar Group

Our Company

The DarkStar Group is a small business that solves BIG problems. We're one of the Inc. 5000 fastest-growing private companies in the US, and our engineers and scientists support the most critical national security missions in Virginia, Maryland, and elsewhere. Data Science, Software Engineering, Cloud/AWS Infrastructure, and Cyber/CNO are our core areas of expertise. We offer interesting and important work, job security, some of the best and most flexible benefits you'll find in the IC, and salaries so strong that they'll likely surprise you. 

Our Benefits

The DarkStar Group offers exceptional compensation and benefits:

• very strong salaries;
• 100% company-paid medical, dental, and vision premiums for you and all dependents;
• the ability to get increased salary if you don't need medical/dental/vision;
• 100% company-paid disability and life insurance benefits;
• a generously-funded HSA;
• an 8% 401(k) contribution; 
• 31 days of PTO/holidays to start (more with tenure);
• the ability to flex time across pay periods without using your PTO;
• a generous training budget;
• $25,000 employee referral bonuses;
• business development / growth incentives; and
• top notch company swag.

** We have a huge growth opportunity, so we are offering up to a $25,000 reward for anyone new you refer whom we hire. **
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.