Help desk • washington dc
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Help Desk Specialist Position
Soliel, LLC is an accomplished and innovative Woman Owned Small Business (WOSB) delivering IT engineering and critical mission support services to the public sectors. Soliel offers reach-back to experts in each field, a culture that supports employee growth and development, and a stable environment that affords cross-collaboration. We are currently seeking a Help Desk Agent for our DoD customer. The help desk agent will field requests for support from the ticketing system and email, research and identify solutions and provide answers to end users.
Location: Navy Yard, Washington DC
Hybrid Work Position (3 days on site)
Start Date: ASAP
Clearance: Secret
Essential Duties and Responsibilities:
· Respond to all telephone and email inquiries in a professional and timely manner.
· Maintain and organize electronic files, records, and documents ensuring accuracy and confidentiality.
· Assist with onboarding new employees with regards to NAVSEA Enterprise Mission Assurance Support Service (eMASS).
· eMASS Responsibilities:
o Manage user account creation, modification, and termination processes in accordance with agency policies and procedures.
o Review and approve access requests, ensuring compliance with security standards and access controls.
o Provide technical support and guidance to end-users regarding account provisioning, authentication, and access-related issues.
o Troubleshoot and resolve access-related issues promptly and efficiently, escalating as necessary to ensure timely resolution.
o Coordinate with users and program offices to ensure timely and accurate provisioning of access rights and services.
· Management of the Cybersecurity Resource Desk Ticketing System (CTS).
· CTS Responsibilities:
o Manage the day-to-day operation of the ticketing system, including ticket assignment, escalation, and resolution.
o Develop and implement best practices and standard operating procedures for ticket management and resolution.
o Monitor ticket queues and prioritize tickets based on urgency and impact.
o Collaborate with external teams, support staff, and program offices to ensure timely and effective resolution of issues.
o Collaborate with the developer to address issues related to the ticketing system and implement necessary upgrades or enhancements.
Job Requirements:
• This is a hybrid position that requires three in-office days per week.
• Experience with user account management, access controls, and authentication protocols.
• Excellent problem-solving skills with the ability to troubleshoot complex issues independently.
• Strong attention to detail and accuracy
• Ability to work independently and collaboratively in a fast-paced, dynamic environment.
• Effective communication skills, both written and verbal, with the ability to interact professionally with end-users and program offices.
• Excellent organizational skills with the ability to prioritize and manage multiple tasks simultaneously.
• Experience in managing a ticketing system or IT service management platform, such as ServiceNow, ITSM (Remedy), JIRA Service Desk, or Zendesk.
Compensation:
· Excellent compensation commensurate with experience in related field(s) and performance
· Major medical, dental and vision
· Paid holidays
· Paid Time Off (PTO)
· 401k and company matching
Salary Description $62,000 - $72,000
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