Junior Help Desk Specialist

About the role

Dev Technology is a growing IT company with an employee-centric culture that works on mission-critical projects for the federal government. We partner with our federal customers to deliver technology services and solutions, and to drive our client's missions forward through innovation. We use Agile and DevSecOps principles to provide services including application development, biometrics and identity management, cloud and infrastructure optimization, IT and legacy modernization, and data management. As a Washington Post Top Workplace award winner for the past TWELVE years in a row, the Top Workplaces USA for the past five years, and a recipient of the Companies As Responsive Employers (CARE) Award for the past six years, Dev Technology employees enjoy: Generous and flexible time-off policy Flexible work schedules and telework options, including remote work availability for eligible projects Career development opportunities including a mentorship program, technical and management training through Dev University, hands-on learning through DevLab, tuition reimbursement, and paid training opportunities Industry-leading benefits including a choice of two health plans that include dental and vision, flexible spending account, commuter benefits, life insurance, and more 401K matching with a 5% matching contribution Regular team and company social events including our annual party, happy hours, fitness challenges, and more A focus on community engagement including company wide support activities, employer match for donations, and time off for volunteer efforts To learn more about working at Dev Technology, visit Working At Dev Technology Group Equal Opportunity Employer / Individuals with Disabilities / Protected Veterans Dev Technology Group operates in the following states: AL, AR, AZ, CO, DC, FL, GA, ID, IL, IN, MD, MA, ME, MI, MN, MO, MS, NC, NJ, OH, OR, PA, SC, TN, TX, VA, WV. SMS Terms and Privacy Notice Dev Technology Group offers you the option to engage in SMS text conversations about your job application. By participating, you also understand that message frequency may vary depending on the status of your job application, and t

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, and password changes
• Record events, 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 support team member
• Establish phone bridge with the 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 ingestion into the system
• Required Education, Experience, and Skills:
• Active Secret clearance required.
• U.S. Citizenship required (dual citizens not eligible due to federal contract requirements).
• This role supports systems with 24x7x365 uptime. All candidates must be within commutable distance. There are no opportunities for telework.
• This role supports a 24/7 operations center. All candidates must be willing and able to perform up to 12-hour shifts, including weekends and holidays, on a rotating basis throughout the year.
• 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
• Other comparable systems

Benefits

Additional Information

Junior Help Desk Support Specialist, #1067 Clearance: U.S. Citizenship is required. DHS Secret Clearance required. Candidates with dual citizenship cannot be considered per government requirements. Location: This role is full-time onsite in Annapolis Junction, MD. Shift Information: There are 4 shifts at each site, Sunday - Wednesday (day/night) and Wednesday - Saturday (day/ night). Each workweek has two 12-hour and two 8-hour shifts (for a 40-hour workweek). DAYS 6:30 AM ET - 6:30 PM ET 6:30 AM ET - 2:30 PM ET 10:30 AM ET - 6:30 PM ET NIGHTS 6:30 PM ET - 6:30 AM ET 6:30 PM ET - 2:30 AM ET 10:30 PM ET - 6:30 AM ET *Due to the mission environment, full-time candidates will need to be open to all shifts (unless it is a temporary requirement for a set shift).

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