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Help Desk Technician - Tier II / III

IndraSoft Annapolis Junction ,MD
  • Posted: over a month ago
  • Full-Time
  • Benefits: 401k, dental, life_insurance, medical
Job Description

Job Title: Help Desk Technician

Project Name: DISA Storefront

Project Location: Columbia, Maryland

Clearance: Secret Clearance / IT-2

The DISA Global Service Desk will serve as the inject point for all tickets. Tier II will be the 24/7 escalation point for Tier III call out. Tier III must respond within 2-hours. The goal is to provide customer support to our global user base during their core business hours.

Job Posting Introduction:

IndraSoft, Inc. is seeking a Help Desk Technician – Junior with a Full Secret – IT-1 or Top-Secret Clearance to work in the Columbia, Maryland area. The Help Desk Technician will support DISA Storefront 24/7/365 DISA Global Service Desk team and will be responsible for all Tier I and Tier II escalated incidents, to perform proactive near-real-time system monitoring that is applicable to the DISA Storefront solutions/application(s); troubleshoot and resolve trouble tickets, collaborate with development team to recreate problems in test environment, verify issue resolution on customer’s behalf, verify with the customer that the issue has been resolved and update using the Remedy ticketing system.

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Qualifications Required:

  • Bachelor’s Degree in a related technical discipline, or the equivalent combination of education, technical certifications, or training or work experience.
  • 5+ years of directly related experience in supporting Tier I, II, and III Help Desk operations.
  • Proficient in the use of Remedy, JIRA, Kinetic Data, or Service Now for process tracking.
  • Training on specific technologies (e.g. Oracle, Sybase, RedHat, Windows, ClearCase, Serena etc.).
  • Proficiency in MS Office products.
  • Knowledgeable in the use of remote-control utilities to resolve customer issues.
  • Familiar with a variety of field’s concepts, practices, and procedures.
  • Experience in providing technical support and troubleshooting network, desktop and/or systems hardware and software.
  • Excellent communication, business analytical and problem-solving/trouble shooting skills.
  • Effective Customer Service and management skills/capabilities; including a demonstrated ability to work cross-functionally (internally) and/or externally.
  • Strong English language skills (both written and verbal).
  • Ability to work independently and as a team member in a collaborative environment.
  • Ability to efficiently handle stressful situations.

Security/Certification Requirements:

  • Secret Clearance / IT-2
  • Security + Certification

Qualifications Desired:

  • Help Desk Lead and/or Tier III support experience on the DISA Storefront project.

Essential Functions and Responsibilities:

  • Provide Tier I, II and III Help Desk support, ensure that all phases of help desk support are properly coordinated, monitored, logged, tracked, and resolved appropriately.
  • Maintain a Software Support Activity Report which will be used to track and report system and application support, incident, and problem tickets as well as the resolution of those tickets.
  • Update Known Error Database.
  • Provide Level 1-3 support for escalated incidents, and perform proactive near-real-time system monitoring that is applicable to the DISA Storefront solution/application(s), requiring DISA Storefront application-specific knowledge and reach-back to Oracle, as necessary, to resolve product issues.
  • Analyze and resolve incidents promoted from Level 2 and document analysis and findings in Information Technology Lifecycle Management Library (ITLML) tool suite.
  • Provide 24x7 monitoring to identify system issues, analyze performance issues (e.g., long-running programs, incompatibilities, missing or corrupted indexes, communication errors, Interfaces, Batch Jobs, etc.), document root cause, resolution, or recommendations.
  • Provide Government with recommendations to reduce or eliminate unnecessary work and reduce number of handoffs and volume of Level 2/3 incidents.
  • Participate in governance activities as required, including analysis, determination of root cause, document findings.
  • Provide support for system release related activities (e.g., create, document, test and support the production patches that are built to move the code from the code base to production).
  • Provide Level 3 support to include but not limited to the following activities: Analyze and Resolve Changes escalated from Level 2 and document analysis/findings, Perform advanced incident trend analysis, performing advanced root cause analysis, managing and implementing hardware and software configuration changes escalated from level 2, collaborate with government infrastructure and service providers on Level 3 changes.
  • Level 3 personnel to support Level 2 escalated incidents within defined two-hour response time. Level 3 personnel must be available to support incidents identified by appropriate government lead for operational issues within the defined response time. Operational incidents will require 24/7 support until the issue is resolved.
  • Assist/train junior level Help Desk personnel.
  • Responsible for keeping the Project Management Team members aware of all working issues, and any shortfalls or requirements from the customer.

Physical Demands:

While performing duties of the job, incumbent will be exposed to Normal demands associated with an office environment. Ability to work on computer for long periods, and communicate with individuals by telephone, email, and face to face. This position requires incumbent to have the ability to stand, walk, sit, use hands to finger, handle or feel objects, tools, or controls, reach with hands and arms, talk, and hear. Employee must be able to lift and/or move up to 20 pounds. Specific vision abilities required by job include close vision, distance vision, color vision, peripheral vision, depth perception and the ability to adjust and focus.

Work Environment: The noise level in the work environment is usually moderate.

Company Description
Leading Innovation and High Quality Information Technology Services

Since 2002, IndraSoft has successfully provided IT solutions to major customers that include the U.S. Air Force, Defense Logistics Agency, USTRANSCOM, U.S. Marine Corps, Environmental Protection Agency, Department of State, and Department of Justice. Our professional staff has broad software and network experience and expertise that include software and network engineering, development, sustainment, migration, integration, training, help desk support, testing and operational support. We follow a well-defined process to understand the customer’s information technology needs and then provide timely and affordable solutions that meet those needs.

IndraSoft is a certified small business, woman and minority-owned corporation. IndraSoft’s proven leadership in IT systems, exceptional customer service, and solid hands-on technical expertise has made way for its leading innovation and quality IT services.

IndraSoft

Leading Innovation and High Quality Information Technology Services Since 2002, IndraSoft has successfully provided IT solutions to major customers that include the U.S. Air Force, Defense Logistics Agency, USTRANSCOM, U.S. Marine Corps, Environmental Protection Agency, Department of State, and Department of Justice. Our professional staff has broad software and network experience and expertise that include software and network engineering, development, sustainment, migration, integration, training, help desk support, testing and operational support. We follow a well-defined process to understand the customer’s information technology needs and then provide timely and affordable solutions that meet those needs. IndraSoft is a certified small business, woman and minority-owned corporation. IndraSoft’s proven leadership in IT systems, exceptional customer service, and solid hands-on technical expertise has made way for its leading innovation and quality IT services.

Address

Annapolis Junction, MD
USA

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