Helpdesk Specialist

Development InfoStructure LLC., (DEVIS) provides exceptional DevSecOps integration in our agile software development and embedded software solutions, combined with comprehensive IT management and consulting services to our federal, state, and local governments. The outcomes of our research and development, products and universe of services will support the international development community, multiple civilian agencies and the nation’s defense and intelligence communities. Our focused research, services and products include complex DevSecOps solutions to support refugee processing across multiple federal agencies, research and development for Signal Intelligence (SIGINT), Command, Control, Communications, Computers and Intelligence (C4I), Data Analytics, and Intelligence, Surveillance and Reconnaissance (ISR) development and sensor capabilities supporting both the aerospace/defense and intelligence communities, as well as complex HHS comprehensive care coding requirements, and integrated management systems for our countries civilian agencies (FAA, FDIC, HOR, etc.).

Our primary mission is to best serve the needs of our clients by solutioning with our stakeholder teams to ensure that the goals and objectives of our customers are proactively solutioned, such that opportunities to invest our time in developing long-term solutions and assets are abundant and move our clients forward efficiently.

At DEVIS, we are enthusiastic about our research, our work and embracing an environment where all are supported in the mission, while maintaining a healthy work-life balance.

Our primary mission is to satisfy the goals and objectives of our customers, and we approach problems as opportunities to invest our time in developing long-term solutions and assets. 

We are passionate about our work and creating an environment within which everyone is supported to perform in it while maintaining a healthy work-life balance.  We know that the best investment we can make is in our people! 

Overview

Development InfoStructure (Devis) is currently seeking an experienced Help Desk Specialist to provide support for a US international development program onsite in Rosslyn, VA!  

Responsibilities

• Interface with IRM / MID Support to resolve service-related issues. 
• Onboard Support for WrapsNet user account creation (required for Citrix Workspace and Confluence/Jira).
• Support install and troubleshooting for MID peripherals, e.g., monitor, keyboard, mouse, docking station, printer (requires onsite presence).
• Provides timely response and resolution to e-mail and phone support requests regarding both IT related, application functionality issues.
• Utilizes the ITSM ticketing system to document, monitor and resolve incoming requests and reported issues Follows and adheres to Help Desk standards and practices indicated in the Standard Operating Procedure (SOPs)
• Effectively Documents, Troubleshoots, and Tracks inquiries or issues being received to the Help Desk in order to meet or exceed team/contract (SLAs) Service Level Agreements   
• Reviews application detailed designs for first level analysis of issue reported by the end user.  Strives to resolve reported issues at First Touch and escalates and or triage issues to the appropriate team for further analysis and resolution as required
• Performs internal and external website administration to include user account administration and document management
• Creates and maintains accounts for OKTA, START, Tableau, Tableau Desktop, FileCloud and GitHub
• Controls access to tools through Microsoft Active Directory and OKTA

Required Skills and Qualifications 

• 1-3 years directly related experience supporting Help Desk Operations or Service Desk Support 
• Experience using a Help Desk ticketing system 
• Interpersonal skills to effectively interact with customers and team members 
• Pleasant personality that can work in a high-volume e-mail and telephone request environment 
• Ability to work in a team environment as well as independently 
• Solid critical thinking capacity to research technical/functional issues and statuses, follows up with the necessary customer contacts to respond to various inquiries, and demonstrates ability to multi-task 
• Excellent written and oral communication skills
• Experience utilizing SQL for query and troubleshooting efforts is a plus Familiarity with ITIL (desired) 

Education / Certifications 

• Bachelor’s degree from an accredited college or university, or the equivalent of 2-3 years combination of education and experience 

Clearance Requirements 

• Must be a U.S. Citizen with an active Secret Clearance or ability to obtain a clearance

Additional Perks/Benefits 

• Competitive salary compensation 

• 401k Retirement Contribution Savings Plan

Salary Range: $56,000 - $88,000

Devis is an AA/EOE/M/F/Disabled/VET Employer committed to providing equal employment opportunity without regard to an individual’s race, color, religion, age, gender, sexual orientation, veteran status, national origin or disability.

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