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We provide competitive benefits including heath, dental, long and short term disability, 401(k) plan, and direct deposit as part of your total compensation package.

CURRENT OPENINGS

Are you ready to be challenged and recognized for your achievements? Apply below if you are an ethical, forward-looking person focused on customer satisfaction and delivering on-time solutions.

EQUAL OPPORTUNITY EMPLOYER

SBD is committed to the development of a creative, diverse and inclusive work environment. In order to provide equal employment and advancement opportunities to all individuals, employment decisions at SBD will be based on merit, qualifications, and abilities. SBD does not discriminate against any person because of race, color, creed, religion, sex, national origin, disability, age or any other characteristic protected by law (referred to as "protected status").



Senior Help Desk Support Specialist

Location: Springfield, VA, United States
Date Posted: 05-30-2019
Solutions By Design II, LLC (SBD) is seeking a Senior Help Desk Support Specialist to join our team.  The Senior Help Desk Support Specialist will provide technical assistance and support to our customer. 

The Senior Help Desk Support Specialist must be customer-focused, responsive, reliable and detail-oriented with communication and problem-solving skills.  They will be responsible for answering and responding to incoming calls, emails, self-service requests, and reports of information system problems.  The Senior Help Desk Support Specialist will provide statuses on task completion and ensure service center tickets are completed in a timely manner (per the Service Level Agreement of the contract), effectively and providing quality support to the customer.

Responsibilities include:
  • Documenting, diagnosing, and tracking reported issues/requests of all systems of data and communications with end-users
  • Assist with providing global support to ensure customers as well as other authorized enforcement agencies and authorized members of the Office of Trade have access to the systems needed to accomplish their mission
  • Resolve customer – reported technology issues/requests for customer and COTS system applications
  • Triage/escalate more complex problems to other internal or external support service providers
  • Provide support for internal operations and external operations
  • Provide technical support and resolve issues regarding remote access, email, and user provisioning
  • Conduct the following:
    • Incident/ service request detection
    • Recording and classification of reported issues
    • Investigation and diagnosis of reported issues
    • Resolution, recovery and closure of service desk tickets
    • Monitoring and tracking of incidents reported
  • Resolve issues related to:
    • Web-based and client based proprietary, third party, and COTS systems and applications,
    • Email and messaging connectivity
    • Mobile device (cellular phones, tablets, etc.) management
    • Hardware such as: printers, desktops, laptops, servers, routers, switches, video equipment, cameras, and scanners and then route to the appropriate teams for resolution if applicable
    • Network connectivity
    • Personal Identity Verification (PIV) card connectivity
    • Remote connectivity via (Virtual Private Network) or DHS Workplace
    • Account Management support including: Password reset and account unlock support, adhering to security and technology policies
  • Participate in major incident management efforts including:
    • Generating and monitoring “master tickets” related to known issues, change request and major incidents
    • Escalate major incidents to appropriate major incident management teams
    • Developing and deploying alert messages via phone and internal web/SharePoint pages to communicate outages and potential workarounds
  • Provide support via online chat tool


 
Required Technical Skills and ability include:
  • 3-5 years minimum of Service Desk and Supervisory experience
  • Experience directly providing Service Desk support
  • Direct experience in resolving service desk tickets, incidents, and customer reported issues
  • experience in triage and ticket escalation
  • Tier I and Tier II operational support experience
  • Working knowledge of ITIL IT Service Management concepts and principles
  • Working knowledge of networking technologies
  • Experience with Service Management Tools
  • Customer- focused, responsive, reliable
  • Detail- oriented with managerial, communication, and problem-solving skills
  • Ability to communicate with all levels of management and team personnel
  • Experience in providing technical support and coordinating with on-site Service Desk personnel
  • Demonstrate ability to multi-task, and resolve issues in a timely manner, using best practices in completing all service desk tickets
  • Strong communication, organizational and documentation skills
  • Must be able to pass a federal background investigation (Public Trust / EOD)
  • US Citizenship is required


Additional Preferred/Desired skills:
  • Knowledge and/or experience in ITIL standards
  • Knowledge and/or experience in HDI standards
  • HDI or SDI Certification
 
 
 
Solutions By Design II, LLC (SBD) is committed to the development of a creative, diverse and inclusive work environment. In order to provide equal employment and advancement opportunities to all individuals, employment decisions at SBD will be based on merit, qualifications, and abilities. SBD does not discriminate against any person because of race, color, creed, religion, sex, national origin, disability, age, IWDs, Veteran Status or any other characteristic protected by law (referred to as "protected status").
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