Today
Intel Agency (NSA, CIA, FBI, etc)
Early Career (2+ yrs experience)
Full Scope Polygraph
IT - Support
Columbia, MD (On-Site/Office)
Primary responsibilities include:
· Managing a small team of Help Desk professionals
· Triaging and remediating tickets
· Handling ticket escalations
· Generating reports and conducting analysis of Help Desk activities
· Communicating with technical and functional teams to remediate issues
· Communicating with Government users and Stakeholder teams to discuss tickets, outstanding issues, workarounds, and resolutions
· Supporting configuration management process
· Drafting and delivering end user communications, briefings, and creating/maintaining a help desk knowledge base
Experience, Skills/Abilities, and Education:
· Minimum 3 years of experience in a Government-facing functional, customer service, or help desk role
· Ability to work 8am to 4pm ET
· Exceptional written and verbal communication skills
· Experience in generating and analyzing reports desired
· Experience in configuration management desired
· Experience with developing and/or reviewing functional documentation, to include requirements, design, and training documents desired
· Experience using Microsoft Outlook Suite desktop applications, specifically MS Word and MS Excel
· Experience briefing, to include executive meetings, multiple stakeholder groups
Physical Requirements: Qualified candidates will need to be able to commute to multiple work facilities, remain in a stationary position for periods of time, and be able to communicate with and work side by side with co-workers.
Location: Columbia, MD
Clearance: TS/SCI with Full Scope Polygraph required
· Managing a small team of Help Desk professionals
· Triaging and remediating tickets
· Handling ticket escalations
· Generating reports and conducting analysis of Help Desk activities
· Communicating with technical and functional teams to remediate issues
· Communicating with Government users and Stakeholder teams to discuss tickets, outstanding issues, workarounds, and resolutions
· Supporting configuration management process
· Drafting and delivering end user communications, briefings, and creating/maintaining a help desk knowledge base
Experience, Skills/Abilities, and Education:
· Minimum 3 years of experience in a Government-facing functional, customer service, or help desk role
· Ability to work 8am to 4pm ET
· Exceptional written and verbal communication skills
· Experience in generating and analyzing reports desired
· Experience in configuration management desired
· Experience with developing and/or reviewing functional documentation, to include requirements, design, and training documents desired
· Experience using Microsoft Outlook Suite desktop applications, specifically MS Word and MS Excel
· Experience briefing, to include executive meetings, multiple stakeholder groups
Physical Requirements: Qualified candidates will need to be able to commute to multiple work facilities, remain in a stationary position for periods of time, and be able to communicate with and work side by side with co-workers.
Location: Columbia, MD
Clearance: TS/SCI with Full Scope Polygraph required
group id: RTL80163
