Jan 10
Top Secret
Mid Level Career (5+ yrs experience)
Unspecified
No Traveling
IT - Support
Help Desk Support
Overview:
Karthik Consulting is seeking a Help Desk Support to support a new program
Responsibilities:
The Help Desk Support will be responsible for executing all incident management and request fulfillment processes to include:
• Respond to inquiries from external and internal users via phone and email.
• Research, analyze, troubleshoot, and resolve production support issues. Create tickets for production support issues using JIRA.
• Elevate production support issues to Tier 3 for ticket creation as needed.
• Assist team with updates to the application and processes as they change as well as any workarounds that are required.
• Create, maintain, and update deliverables such as guides, job aids and standard operating procedures for help desk support.
• Verify system outages and report to stakeholders regarding system availability.
• Validation and verification of system on a daily prior to start of customer usage.
• Triage issues and forward notification if system is not functioning.
• Analyze help desk inquiries to identify and correct configuration errors in the system.
• Provide guidance when requested to the development team to optimize the user experience.
• Collect and provide call logs, metrics and reports when requested to leadership.
• Assist with testing the system when required.
• Liaison between the program office and development team on ticket issues within the system.
• Communicate and work with multiple help desks on system related issues
• Serve as technical interface to the development and engineering staff in working through production support issues.
• Work with product owners on issues that need prioritization.
Qualifications:
• Top Secret
• Bachelor’s degree (or 6 years exp; or AS degree and 4yrs)
Overview:
Karthik Consulting is seeking a Help Desk Support to support a new program
Responsibilities:
The Help Desk Support will be responsible for executing all incident management and request fulfillment processes to include:
• Respond to inquiries from external and internal users via phone and email.
• Research, analyze, troubleshoot, and resolve production support issues. Create tickets for production support issues using JIRA.
• Elevate production support issues to Tier 3 for ticket creation as needed.
• Assist team with updates to the application and processes as they change as well as any workarounds that are required.
• Create, maintain, and update deliverables such as guides, job aids and standard operating procedures for help desk support.
• Verify system outages and report to stakeholders regarding system availability.
• Validation and verification of system on a daily prior to start of customer usage.
• Triage issues and forward notification if system is not functioning.
• Analyze help desk inquiries to identify and correct configuration errors in the system.
• Provide guidance when requested to the development team to optimize the user experience.
• Collect and provide call logs, metrics and reports when requested to leadership.
• Assist with testing the system when required.
• Liaison between the program office and development team on ticket issues within the system.
• Communicate and work with multiple help desks on system related issues
• Serve as technical interface to the development and engineering staff in working through production support issues.
• Work with product owners on issues that need prioritization.
Qualifications:
• Top Secret
• Bachelor’s degree (or 6 years exp; or AS degree and 4yrs)
group id: 91008401
