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Help Desk Specialists

PSI Pax is currently recruiting for Help Desk Specialists to provide 3-tiered Help Desk support at an enterprise level for our government customer in St. Inigoes, MD.
Position is contingent upon contract award.
Essential Job Functions & Responsibilities:
Provide 3-tiered Help Desk support including:
Process Management: Develop and maintain an Information Technology Infrastructure Library (ITIL) based service catalog for Tier 1 and Tier 2 technical support. Decompose identified services into Standard Operating Procedures (SOPs) and Work Instructions (WIs). Maintain a comprehensive training program for on-boarding and certifying new Help Desk Agents.
Call Center: Receive and respond to user initiated telephone calls within Government-specified SOPs. Escalate issues as required to the next level of support in accordance with defined SOPs.
Incident Management: Receive and respond to user initiated e-mail and online support requests. Escalate issues as required to the next level of support in accordance with defined SOPs.
Problem Management: Conduct analysis to identify, prevent, eliminate, and minimize the impact of recurring incidents. Provide root cause analysis and recommend corrective actions.
Knowledge Management: Manage and share information obtained through troubleshooting or from outside sources in an efficient manner to improve the transfer of knowledge between all agents and speed resolution of identified issues.
Troubleshooting and Trend Analysis: Assist users with diagnosing and resolving issues. Conduct analysis of system issues and report trends to the Government.
Reporting: Prepare reports that provide statistics on help desk calls and support requests.
Tier 3 Support: Respond to Engineering Change Requests (ECRs) by providing Subject Matter Expertise (SME) in network, database, security, and software engineering.
Develop and maintain Help Desk SOPs to support new projects and users.
Required Qualifications:
Junior Level: High School diploma and 1-2 years of relevant experience.
Mid-Level: High School diploma and 3-5 years of relevant experience or an Associate's degree and 2-4 years of experience.
Senior Level: Associate's degree and 5 or more years of experience or a Bachelor's degree and 3 or more years of experience.
An active DoD Secret level security clearance is required.
Preferred Qualifications:
Information Technology Infrastructure Library (ITIL) v3 Foundation level or higher certification.
Help Desk Institute (HDI) certification.
Experience providing help desk support for Department of Defense (DoD) Learning Management Systems, Knowledge Management Systems, or Distance Learning Systems.
Education Requirements:
Junior Level: High School diploma.
Mid-Level: High School diploma.
Senior Level: Associate's degree.
In addition, U.S Citizenship is required. Applicants selected will be subject to a government security investigation and must meet eligibility requirements for access to classified information and be able to obtain a DoD government-granted security clearance. Individuals may also be subject to a background investigation to include but not limited to criminal history, employment and education verification, drug testing, and creditworthiness.
PSI Pax is an Equal Opportunity/Affirmative Action Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, marital status, disability, protected veteran status, sexual orientation, or genetic information.
PSI Pax is an E-Verify Participant

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