Jacobs
As a Top Secret cleared Service Desk Support Specialist for this program, you will be working in an organization whose mission is to develop and operate the best possible software for critical national security enterprise applications. This organization leverages SCRUM and SAFe Agile software development methodologies and strong DevOps practices.
You will be responsible for providing support to application users on a variety of issues. You will identify, research, and resolve technical problems. You will ensure that all phases of help desk support are properly coordinated, monitored, logged, tracked, and resolved appropriately.
Responsibilities:
Provides support to end users on various issues.
Identifies, researches, and resolves technical problems.
Responds to telephone calls, emails, and personnel requests for technical support.
Documents, tracks, and monitors problems to ensure timely resolution.
Acts as the first point of contact for troubleshooting hardware/software, PC, and printer problems.
Possesses and applies expertise on multiple complex work assignments, which may require originality and innovation.
Operates with latitude in developing methodologies and presenting solutions.
Contributes to deliverables and performance metrics as applicable.
Minimum of 5 years’ experience recommended; certifications or past work may substitute for experience if experience is less than 5 years.
A typical day involves:
Receiving and triaging user-reported issues.
Resolving user issues and service desk tickets efficiently, providing step-by-step guidance and support, and coordinating with other groups as needed.
Escalating complex issues with detailed descriptions to higher-tier groups.
Documenting each interaction.
Tracking and managing operational metrics.
Requirements:
Active Top Secret clearance.
Minimum of 2 years of experience in evaluation, installation, configuration management, and user support of hardware and software.
Bachelor’s degree; in absence of degree, additional years of experience may be substituted.
Preferred:
Business Analysis and Project Management experience.
Familiarity with Agile principles.
AWS Certifications.
#J-18808-Ljbffr
You will be responsible for providing support to application users on a variety of issues. You will identify, research, and resolve technical problems. You will ensure that all phases of help desk support are properly coordinated, monitored, logged, tracked, and resolved appropriately.
Responsibilities:
Provides support to end users on various issues.
Identifies, researches, and resolves technical problems.
Responds to telephone calls, emails, and personnel requests for technical support.
Documents, tracks, and monitors problems to ensure timely resolution.
Acts as the first point of contact for troubleshooting hardware/software, PC, and printer problems.
Possesses and applies expertise on multiple complex work assignments, which may require originality and innovation.
Operates with latitude in developing methodologies and presenting solutions.
Contributes to deliverables and performance metrics as applicable.
Minimum of 5 years’ experience recommended; certifications or past work may substitute for experience if experience is less than 5 years.
A typical day involves:
Receiving and triaging user-reported issues.
Resolving user issues and service desk tickets efficiently, providing step-by-step guidance and support, and coordinating with other groups as needed.
Escalating complex issues with detailed descriptions to higher-tier groups.
Documenting each interaction.
Tracking and managing operational metrics.
Requirements:
Active Top Secret clearance.
Minimum of 2 years of experience in evaluation, installation, configuration management, and user support of hardware and software.
Bachelor’s degree; in absence of degree, additional years of experience may be substituted.
Preferred:
Business Analysis and Project Management experience.
Familiarity with Agile principles.
AWS Certifications.
#J-18808-Ljbffr