Seeking a Help Desk Specialist to join Our Luke Team!  You will provide support on a team that provides a full spectrum of important IT-focused, enterprise-wide lifecycle support, including dev ops, applied technology investigations, operations and maintenance, and infrastructure lifecycle support services across the customer’s enterprise.  Our support in NOVA and Bethesda includes software engineering/development, O&M, technology investigations, customer advocacy, business process engineering, and system design.   You will be a part of the Help Desk team covering work hours and supporting the team on various rotations Monday – Friday from 7am-7pm and weekend coverage from 7am-5pm once a month.  

 

Duties include but are not limited to:

Serve as subject matter expert, possessing in-depth knowledge of Help Desk support Support on Low and High – email, phone and potentially Skype Providing details to any bugs found by end users, tester(s) or stakeholder to the development team Relaying verbally or via email, any pertinent information/details to the Government Program Office on any bugs found, resolutions from the development team, or web tool inconsistences Documenting all end user interactions and writing bugs/issues/concerns in JIRA or other ticketing system Updating documentation in Confluence and web tool Posting Notification banners and events Interfacing with the User Engagement team and Government Program Office when required Demonstrating product to internal program team Providing statistics and producing special requests for Government Program Office when required Apprising User Engagement team of any request from users and participating in focus groups Respond to and diagnose problems through discussion with user Ensure a timely process through which problems are controlled – includes problem recognition, research, isolation, resolution, and follow-up step Supervise operations of help desk and services as focal point for customer concerns Provide support to end users on a variety of issues Identify, research, and resolve technical problems Respond to telephone calls, email, and personnel requests for technical support Document, track, and monitor the problem to ensure a timely resolution Provide second tier support to end users Interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problem Simulate or recreate user problems to resolve operating difficulties Recommend systems modifications to reduce user problems Providing feedback to development team on potential enhancements Supports other high transaction help desk Special projects and tasks as assigned