Cohere Technology Group
Overview
Cohere is seeking a Help Desk Specialist SME 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 dev ops, applied technology investigations, operations and maintenance, and infrastructure lifecycle support services across the customers enterprise. Our support in NOVA and Bethesda includes software engineering/development, O&M, technology investigations, customer advocacy, business process engineering, and system design. Duties and Responsibilities 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 Special projects and tasks as assigned.
Youll Bring These Qualifications
5 years of relevant experience TS/SCI clearance with FSP Command of Microsoft Windows Applications Ability to learn new technology. Ability to communicate and document effectively. Demonstrated experience and problem-solving abilities to assist customers with a variety of queries. Ability to communicate effectively in a fast-paced environment.
These Qualifications Would be Nice to Have
Testing Demonstrated experience with providing customer service for systems that reside in a secure environment.
Do you have an active TS SCI FSP clearance? The following questions are entirely optional. To comply with government Equal Employment Opportunity and/or Affirmative Action reporting regulations, we are requesting (but NOT requiring) that you enter this personal data. This information will not be used in connection with any employment decisions, and will be used solely as permitted by state and federal law. Your voluntary cooperation would be appreciated. Learn more . Invitation for Job Applicants to Self-Identify as a U.S. Veteran A disabled veteran is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.
A recently separated veteran means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval or air service. An active duty wartime or campaign badge veteran means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense. An Armed forces service medal veteran means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.
I IDENTIFY AS ONE OR MORE OF THE CLASSIFICATIONS OF PROTECTED VETERAN LISTED ABOVE I AM NOT A PROTECTED VETERAN I DONT WISH TO ANSWER Voluntary Self-Identification of Disability
Voluntary Self-Identification of Disability Form CC-305 OMB Control Number 1250-0005 Expires 04/30/2026 Why are you being asked to complete this form? We are a federal contractor or subcontractor. The law requires us to provide equal employment opportunity to qualifiedpeople with disabilities. We have a goal of having at least 7% of our workers as people with disabilities. The law says wemust measure our progress towards this goal. To do this, we must ask applicants and employees if they have a disabilityor have ever had one. People can become disabled, so we need to ask this question at least every five years. Completing this form is voluntary, and we hope that you will choose to do so. Your answer is confidential. No one whomakes hiring decisions will see it. Your decision to complete the form and your answer will not harm you in any way. If youwant to learn more about the law or this form, visit the U.S. Department of Labors Office of Federal Contract CompliancePrograms (OFCCP) website at www.dol.gov/ofccp . How do you know if you have a disability? A disability is a condition that substantially limits one or more of your "major life activities." If you have or have ever hadsuch a condition, you are a person with a disability.
Disabilities include, but are not limited to: Alcohol or other substance use disorder (not currently using drugs illegally) Blind or low vision Cancer (past or present) Cardiovascular or heartdisease Celiac disease Cerebral palsy Deaf or serious difficultyhearing Diabetes Disfigurement, for example,disfigurement caused by burns,wounds, accidents, or congenitaldisorders Epilepsy or other seizure disorder Gastrointestinal disorders, for example,Crohn's Disease, irritable bowelsyndrome Mental health conditions, for example,depression, bipolar disorder, anxietydisorder, schizophrenia, PTSD Missing limbs or partially missing limbs Mobility impairment, benefiting from theuse of a wheelchair, scooter, walker,leg brace(s) and/or other supports Nervous system condition, for example,migraine headaches, Parkinsonsdisease, multiple sclerosis (MS) Neurodivergence, for example,attention-deficit/hyperactivity disorder(ADHD), autism spectrum disorder,dyslexia, dyspraxia, other learningdisabilities Partial or complete paralysis (anycause) Pulmonary or respiratory conditions, forexample, tuberculosis, asthma,emphysema
Please check one of the boxes below: YES, I HAVE A DISABILITY, OR HAVE HAD ONE IN THE PAST NO, I DO NOT HAVE A DISABILITY AND HAVE NOT HAD ONE IN THE PAST I DO NOT WANT TO ANSWER PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete. #J-18808-Ljbffr
Cohere is seeking a Help Desk Specialist SME 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 dev ops, applied technology investigations, operations and maintenance, and infrastructure lifecycle support services across the customers enterprise. Our support in NOVA and Bethesda includes software engineering/development, O&M, technology investigations, customer advocacy, business process engineering, and system design. Duties and Responsibilities 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 Special projects and tasks as assigned.
Youll Bring These Qualifications
5 years of relevant experience TS/SCI clearance with FSP Command of Microsoft Windows Applications Ability to learn new technology. Ability to communicate and document effectively. Demonstrated experience and problem-solving abilities to assist customers with a variety of queries. Ability to communicate effectively in a fast-paced environment.
These Qualifications Would be Nice to Have
Testing Demonstrated experience with providing customer service for systems that reside in a secure environment.
Do you have an active TS SCI FSP clearance? The following questions are entirely optional. To comply with government Equal Employment Opportunity and/or Affirmative Action reporting regulations, we are requesting (but NOT requiring) that you enter this personal data. This information will not be used in connection with any employment decisions, and will be used solely as permitted by state and federal law. Your voluntary cooperation would be appreciated. Learn more . Invitation for Job Applicants to Self-Identify as a U.S. Veteran A disabled veteran is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.
A recently separated veteran means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval or air service. An active duty wartime or campaign badge veteran means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense. An Armed forces service medal veteran means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.
I IDENTIFY AS ONE OR MORE OF THE CLASSIFICATIONS OF PROTECTED VETERAN LISTED ABOVE I AM NOT A PROTECTED VETERAN I DONT WISH TO ANSWER Voluntary Self-Identification of Disability
Voluntary Self-Identification of Disability Form CC-305 OMB Control Number 1250-0005 Expires 04/30/2026 Why are you being asked to complete this form? We are a federal contractor or subcontractor. The law requires us to provide equal employment opportunity to qualifiedpeople with disabilities. We have a goal of having at least 7% of our workers as people with disabilities. The law says wemust measure our progress towards this goal. To do this, we must ask applicants and employees if they have a disabilityor have ever had one. People can become disabled, so we need to ask this question at least every five years. Completing this form is voluntary, and we hope that you will choose to do so. Your answer is confidential. No one whomakes hiring decisions will see it. Your decision to complete the form and your answer will not harm you in any way. If youwant to learn more about the law or this form, visit the U.S. Department of Labors Office of Federal Contract CompliancePrograms (OFCCP) website at www.dol.gov/ofccp . How do you know if you have a disability? A disability is a condition that substantially limits one or more of your "major life activities." If you have or have ever hadsuch a condition, you are a person with a disability.
Disabilities include, but are not limited to: Alcohol or other substance use disorder (not currently using drugs illegally) Blind or low vision Cancer (past or present) Cardiovascular or heartdisease Celiac disease Cerebral palsy Deaf or serious difficultyhearing Diabetes Disfigurement, for example,disfigurement caused by burns,wounds, accidents, or congenitaldisorders Epilepsy or other seizure disorder Gastrointestinal disorders, for example,Crohn's Disease, irritable bowelsyndrome Mental health conditions, for example,depression, bipolar disorder, anxietydisorder, schizophrenia, PTSD Missing limbs or partially missing limbs Mobility impairment, benefiting from theuse of a wheelchair, scooter, walker,leg brace(s) and/or other supports Nervous system condition, for example,migraine headaches, Parkinsonsdisease, multiple sclerosis (MS) Neurodivergence, for example,attention-deficit/hyperactivity disorder(ADHD), autism spectrum disorder,dyslexia, dyspraxia, other learningdisabilities Partial or complete paralysis (anycause) Pulmonary or respiratory conditions, forexample, tuberculosis, asthma,emphysema
Please check one of the boxes below: YES, I HAVE A DISABILITY, OR HAVE HAD ONE IN THE PAST NO, I DO NOT HAVE A DISABILITY AND HAVE NOT HAD ONE IN THE PAST I DO NOT WANT TO ANSWER PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete. #J-18808-Ljbffr