Helpdesk Specialist

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, inital 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

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.