Today
Public Trust
Unspecified
Unspecified
IT - Support
Washington, DC (On-Site/Office)
We are seeking a highly motivated and detail-oriented Help Desk Support Specialist to join our team. In this critical role, you will be the first point of contact for users experiencing issues with our platform applications. You will play a vital part in ensuring smooth user access and efficient resolution of account and role-related inquiries. This role requires a proactive individual with excellent communication skills, a strong sense of ownership, and a passion for providing exceptional customer service.
Responsibilities:
Qualifications:
Desired Qualifications:
Location:
Education: Bachelor's degree in a related field is desired.
Salary: $80,000 - $90,000, Dependent on Experience
Responsibilities:
- Monitor user access requests within various supported platforms (e.g., Vantage, cPeople, CAR).
- Process requests for account role approvals, adhering to established government SOPs.
- Proactively communicate with users via email to gather necessary information for account requests.
- Monitor "Help Issues" tickets in AESMP and other supported platforms, addressing user account and role-related issues promptly.
- Analyze "Help Issues" tickets to identify trends and compile categories of aged tickets for AAG review, contributing to continuous improvement of our support processes.
- Maintain accurate records of user requests, approvals, and issue resolutions.
- Collaborate effectively with other team members to escalate complex issues and ensure timely resolution.
- Contribute to the development and improvement of knowledge base articles and support documentation.
Qualifications:
- Proven experience in a help desk or customer support role, preferably supporting technical applications.
- Strong understanding of user access management principles and procedures.
- Excellent written and verbal communication skills, with the ability to explain technical concepts clearly and concisely.
- Demonstrated ability to troubleshoot and resolve user issues efficiently.
- Proficiency in using help desk ticketing systems (e.g., AESMP) and other support tools.
- Experience working with various software platforms (e.g., Vantage, cPeople, CAR) is a plus.
- Ability to work independently and as part of a team.
- Strong organizational skills and attention to detail.
- A proactive andcustomer-centric approach.
- Bachelor's degree in a related field is required.
- Must be a US Citizen.
- A security clearance is required.
Desired Qualifications:
- Experience working in a government or regulated environment.
- Familiarity with IT security best practices.
- Security+ cert
Location:
- This role is hybrid, located in the Washington D.C. area.
Education: Bachelor's degree in a related field is desired.
Salary: $80,000 - $90,000, Dependent on Experience
group id: 91103216
