What are the responsibilities and job description for the Help Desk- Tier I position at Sparibis?
Location: 100% remote
Years’ Experience: 2 years professional experience
Education: Bachelor’s Degree required
Clearance: Applicants must be able to obtain and maintain a Secret security clearance. United States Citizenship is required as part of the eligibility criteria to be able to obtain this type of security clearance.
Key Skills:
- Customer service focused with ability to provide accurate, timely, and professional resolution on all supported issues.
- Ability to diagnose and resolve technical issues and escalate when appropriate.
- Understand and utilize ITIL processes (Incident, Problem, Change, etc.) and how they are used in a corporate environment.
Responsibilities
- Answers specific questions about installation, operation, configuration, customization and usage of assigned products.
- Applies diagnostic techniques to identify problems, investigate causes and recommend solutions to correct common failures.
- Escalates complex problems to senior level contract support team members.
- Level II knowledge of hardware and/or software products required.
- Experience with the access control processes and systems of ICAM (Identity, Credential, and access management).
- Knowledge of cloud based containerized environments.
- Typically involves use of problem management database and help desk system.
- Must have strong communications skills and be able to communicate technical issues effectively.
- Experience with NIPR environments.
- Sound understanding of Information Management and Cyber Security related processes and requirements (AR 25-2, NIST 8500.2, NIST SP 800-53/A, and NIST SP 37/A).
- Experience with course management software Moodle is a plus.
- Experience with Devops software Gitlab is a plus.
- Experience with AWS (Amazon Web Services) cloud environment is a plus.
- Other duties as assigned.
Qualifications
- Must have or be able to obtain a Security clearance required up to Top Secret.
- Minimum of 5 years of experience as a Helpdesk Specialist with at least 2 years in multi-server environments, customer service experience, or equivalent training and experience.
- Must be customer service oriented.
- Excellent verbal and written communication skills.
About Sparibis
Sparibis LLC is a professional solution firm that Clients rely on to access the best talent to drive their business success.
Sparibis is an equal opportunity employer that values diversity at all levels. All individuals, regardless of personal characteristics, are encouraged to apply.