Helpdesk Specialist in Hybrid-DMV Metro Area, District of Columbia at Diaconia LLC
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Job Description
Job Description:
We provide system development and full spectrum IT support services U.S. Federal client in DC Metro Area. The project needs a
Helpdesk Specialist to provide user support to internal and external users of the OFM Information System. Work in a team environment to support a software system. Support users, initial triage of trouble tickets, and assist with software testing.
Responsibilities:
The Helpdesk Specialist will provide Tier-1 user support Monday - Friday 8:30 - 5:00, via email and occasional Teams calls. Create/modify user accounts, respond to all Helpdesk emails for support. Address and work ServiceNow incidents, assign Tier-2 and Tier-3 incidents, and provide ticket reporting. Work with the technical staff to conduct release and user acceptance testing (UAT).
Job Responsibilities:
· Work independently to provide Tier-1 user support Monday - Friday, 8:30 - 5:00
· Excellent verbal and written communication skills and the ability to interact professionally with a diverse group of users, executives, managers, and subject matter experts
· Create/modify user accounts, respond to all Helpdesk emails for support.
· Address and work ServiceNow incidents, assign Tier-2 and Tier-3 incidents, and provide ticket reporting.
· Participate in Release Smoke testing, and release testing in the user acceptance testing (UAT) environment
· Write technical and user guide documentation
Disclaimer "The responsibilities and duties outlined in this job description are intended to describe the general nature and level of work performed by employees within this role. However, they are not exhaustive and may be subject to change or modification at any time to meet the evolving needs of the organization. Requirements:Minimum Requirements:
· At least 2-3 years of experience in a Help Desk environment. This can include a Call Center
· Excellent oral communication and writing skills
· Solid knowledge of Microsoft Office Suite, especially Outlook
· Has experience administering user accounts, passwords, and emails; and reviewing and maintaining security policies in accordance with Government and industry guidelines and best practices
· Experience triaging issues reported by users in emails or in trouble tickets
Preferred Skills:
· ServiceNow reporting
· Software Testing
Clearance requirements:
Candidates must be able to obtain and maintain a Top-Secret DoD security clearance. An active clearance is preferred; however, an Interim clearance is acceptable for starting the position.
Work Schedule:
This position requires a hybrid work schedule, currently with two days per week onsite. Onsite requirements are subject to change at the discretion of our U.S. Government client.