Sr. Help Desk Support Specialist - Odenton, MD
1 week ago
Job summary
RBR-Technologies has an immediately available opening for a Help Desk Support Specialist to support our DCSA customer Our specific work revolves around technology modernization for Industrial Security is an ongoing effort to add an analytic capability for industry partners and Government analysts that collects stores automates and centralizes information supporting risk analysis entities in the Defense Industrial Base The candidate will support DCSA Industrial Security technology modernization by delivering help desk and software development services that will support existing web application development that enhance and extract insights from specific commercial government data The Help Desk Support Specialist provides front-line advanced technical support for enterprise IT system serving as primary point of contact users resolving incidents service requests technical issues multiple functional areas This role supports system availability user productivity service-level objectives effective troubleshooting documentation escalation customer engagement Primary responsibilities include serve initial point contact user support requests received via phone email chat or service management tools log categorize prioritize track incidents service requests established help desk processes resolve routine well-documented technical issues using approved procedures scripts knowledge base resources perform advanced troubleshooting complex non-routine issues including analysis system behavior configurations logs error conditions provide guidance users system functionality workflows standard operating procedures identify issues requiring escalation coordinate Tier 3 support engineering teams vendors system administrators participate incident response activities including high-priority or service-impacting events conduct root cause analysis recurring systemic issues recommend corrective preventive actions develop update maintain technical documentation knowledge base articles improve efficiency first-contact resolution ensure timely communication issue status resolution progress closure contribute continuous improvement help desk processes troubleshooting guides customer practices adhere applicable security privacy compliance requirements handling user data access secondary responsibilities may include briefing project scheduling task management Required Qualifications Bachelor's IT Operations related discipline years experience Active Secret clearance Preferred Qualifications Familiarity agile software methodologies JIRA Confluence Experience technologies used program plus Software Languages Familiarity Java Angular TypeScript HTML A career RBR-Technologies doesn't mean sacrifices other areas life Best health benefits plan Generous 401k matching Flexible work policies schedules dependent contract Generous Paid Time Off All Federal Holidays Special paid leave Bereavement Voting Military more Paid Volunteer Hours Community Outreach Paid Parental Leave Family-Friendly Company Events Annual Pet Insurance Benefit Equal Employment Opportunity fundamental principle RBR-Technologies employment based personal capabilities qualifications discrimination race color religion sex sexual orientation gender identity expression pregnancy age national origin disability status genetic information protected veteran status protected characteristic established law policy applies policies procedures recruitment employment promotion transfer training working conditions compensation benefits termination all other conditions employment
Job description
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