Today
Secret
Entry Level (less than 2 yrs experience)
No Traveling
IT - Support
Colorado Springs, CO (On-Site/Office)•Washington, DC (On-Site/Office)
Locations: Colorado Springs or The Pentagon
Compensation: $23/hr W2
Background:
TSA Secure Flight: The purpose of the Secure Flight program is to screen individuals before they access airport sterile areas or board aircraft. This screening is designed to identify known or suspected terrorists or other individuals who may be a threat to transportation or national security, to prevent some identified individuals from gaining access to airports and airplanes where they may jeopardize the lives of passengers, and to ensure that other identified individuals receive enhanced physical screening before accessing airport sterile areas or boarding an aircraft.
OPTIMA
(Operations, technology, innovation, and management) is a program focused on enhancing the technology behind the Secure Flight Program. The focus is on the need for continuous IT Operations and Maintenance (O&M) services to achieve the following goals:
Protect transportation passengers.
Enhance vetting services for various transportation operations.
Secure IT systems.
Support network and infrastructure activities.
Maintain systems for Continuity of Operations (COOP) and Disaster Recovery (DR).
Ensure 24/7/365 operations in a geographically dispersed environment.
Job Description:
Maximus is seeking a Helpdesk Specialist to provide expertise to a federal client in support of their mission critical systems in defense of our Homeland.?
As a Helpdesk Specialist, you will be responsible for providing technical support to our users and clients by triaging, researching, and answering questions regarding the program and systems
Shifts:
The position involves 12-hour shifts, either Wednesday to Friday with alternating Tuesdays OR Saturday to Monday with alternating Tuesdays, on a semi-annual rotation. This schedule alternates between daytime and overnight shifts to ensure coverage for the 24/7/365 operations.
12-hour shifts 3 or 4 days per week; however one week is 36 hours and the next week is 44 hours (4 hours off)
The Schedule is:
1) Weekday Shift (Wed-Fri) alternating Tuesdays
2) Weekend Shift (Sat-Mon) alternating Tuesdays
Shifts are as following:
6:30 AM - 6:30 PM
6:30 PM - 6:30 AM
Specific Responsibilities:
Provide a first point of contact for customers seeking technical assistance with a ticket, phone call, email, or in person
Assist customers, troubleshoot problems, and coordinate technical support.
Account creations, account lockouts, password changes
Record events and problems and their resolution in logs
Follow-up and update customer status and information
Log and route service requests and incidents in an incident management system.
Maintain service level agreements related to Desk Side support Service/Incident requests
Direct unresolved issues to the next level of support team member
Establish phone bridge with next level of support and customer leads per SOP’s
Receive and input critical time data in various formats and ingest it into the vetting system. Data may be received in various formats and must be converted to a customer defined format such as XML for ingest into the system
Requirements
Due to federal requirements, only US Citizens can be considered. Candidates with dual citizenship cannot be considered
Active Secret clearance is required.
Due to agency and contract requirements, candidates must be U.S. citizens with no dual citizenship.
This contract supports systems that require 24x7x365 uptime. Candidates must be willing and able to meet recall requirements, including participation in a rotational on-call schedule.
Telework: Candidates must reside within a commutable distance and be available to work onsite at the customer’s discretion. This includes being on-site during the transition period. Must be based around Annapolis Junction, MD.
0-3 or more years of experience in Helpdesk/ServiceDesk/Call Center OR equivalent experience in customer service.
0-3 or more years of experience utilizing any Incident Management Ticketing System such as:
Remedy v20.02
ServiceNow
Compensation: $23/hr W2
Background:
TSA Secure Flight: The purpose of the Secure Flight program is to screen individuals before they access airport sterile areas or board aircraft. This screening is designed to identify known or suspected terrorists or other individuals who may be a threat to transportation or national security, to prevent some identified individuals from gaining access to airports and airplanes where they may jeopardize the lives of passengers, and to ensure that other identified individuals receive enhanced physical screening before accessing airport sterile areas or boarding an aircraft.
OPTIMA
(Operations, technology, innovation, and management) is a program focused on enhancing the technology behind the Secure Flight Program. The focus is on the need for continuous IT Operations and Maintenance (O&M) services to achieve the following goals:
Protect transportation passengers.
Enhance vetting services for various transportation operations.
Secure IT systems.
Support network and infrastructure activities.
Maintain systems for Continuity of Operations (COOP) and Disaster Recovery (DR).
Ensure 24/7/365 operations in a geographically dispersed environment.
Job Description:
Maximus is seeking a Helpdesk Specialist to provide expertise to a federal client in support of their mission critical systems in defense of our Homeland.?
As a Helpdesk Specialist, you will be responsible for providing technical support to our users and clients by triaging, researching, and answering questions regarding the program and systems
Shifts:
The position involves 12-hour shifts, either Wednesday to Friday with alternating Tuesdays OR Saturday to Monday with alternating Tuesdays, on a semi-annual rotation. This schedule alternates between daytime and overnight shifts to ensure coverage for the 24/7/365 operations.
12-hour shifts 3 or 4 days per week; however one week is 36 hours and the next week is 44 hours (4 hours off)
The Schedule is:
1) Weekday Shift (Wed-Fri) alternating Tuesdays
2) Weekend Shift (Sat-Mon) alternating Tuesdays
Shifts are as following:
6:30 AM - 6:30 PM
6:30 PM - 6:30 AM
Specific Responsibilities:
Provide a first point of contact for customers seeking technical assistance with a ticket, phone call, email, or in person
Assist customers, troubleshoot problems, and coordinate technical support.
Account creations, account lockouts, password changes
Record events and problems and their resolution in logs
Follow-up and update customer status and information
Log and route service requests and incidents in an incident management system.
Maintain service level agreements related to Desk Side support Service/Incident requests
Direct unresolved issues to the next level of support team member
Establish phone bridge with next level of support and customer leads per SOP’s
Receive and input critical time data in various formats and ingest it into the vetting system. Data may be received in various formats and must be converted to a customer defined format such as XML for ingest into the system
Requirements
Due to federal requirements, only US Citizens can be considered. Candidates with dual citizenship cannot be considered
Active Secret clearance is required.
Due to agency and contract requirements, candidates must be U.S. citizens with no dual citizenship.
This contract supports systems that require 24x7x365 uptime. Candidates must be willing and able to meet recall requirements, including participation in a rotational on-call schedule.
Telework: Candidates must reside within a commutable distance and be available to work onsite at the customer’s discretion. This includes being on-site during the transition period. Must be based around Annapolis Junction, MD.
0-3 or more years of experience in Helpdesk/ServiceDesk/Call Center OR equivalent experience in customer service.
0-3 or more years of experience utilizing any Incident Management Ticketing System such as:
Remedy v20.02
ServiceNow
group id: 90860665
