Help Desk Support Specialist - Tier 1 - Remote
Agile5 Technologies, Inc.
Agile5 Technologies, Inc.
Fairmont, WV Fairmont, WV Full-time Full-time Estimated:
$35.
2K - $44.
6K a year Estimated:
$35.
2K - $44.
6K a year 1 day ago 1 day ago 1 day ago About Agile5:
Agile5 Technologies, Inc.
, is a Woman-Owned Small Business (WOSB) and Information Technology (IT) services firm that specializes in the design, development, testing, integration, and maintenance of enterprise software systems.
We believe our employees are the company's most valuable asset.
We are invested in seeing our employees grow in their careers, while maintaining a work/life balance.
We have a full-time need for a skilled, energetic, and driven Help Desk Level I Support Specialist.
Description:
The Help Desk Support Specialist will provide Level I functional help desk support for a Government program.
He or she will assist users in operating the functionality of multiple web-based systems as well as more in-depth troubleshooting of user problems or data issues.
Additionally, he or she will collaborate with the System Administrators, Engineers, and SW Developers to identify systemic issues and required fixes.
The successful candidate will also assist in the development of helpdesk processes and procedures as well as generating statistical Helpdesk activity reports.
Help Desk Support Specialist Job Duties:
Collaborate with multiple Level I, II, and III help desk support specialists/engineers to coordinate resolution of issues Use help desk tools such as Salesforce, Jira, and Confluence to document all interaction to include resolution/disposition of help desk tickets Provide functional area subject matter expertise to end users on the use of systems Document and submit trouble tickets and recommend change requests for recurring issues Coordinate changes with engineering and development support teams and document using the approved change request process Document reported and identified defects, conduct triage analysis on each documented issue/defect, and enter the analysis into Government-provided ticketing system Assist with the establishment and support of Helpdesk processes and procedures, to include writing Standard Operating Procedures and building knowledge based articles.
Perform other duties as assigned Security Clearance Requirements:
None required upon applying, but must be willing to undergo background check to obtain a Public Trust security clearance.
Must be a U.
S.
citizen.
Desired Skills /
Qualifications:
2 years of Helpdesk experience in a cross-functional team environment.
Excellent verbal and written communication skills; experience with Government IT systems, Jira, and Confluence preferred; Ability to perform initial analysis of issues reported to the Helpdesk to assist in resolution and/or escalation to appropriate functional area.
Must be able to operate within a high paced work environment.
Familiarity with Agile processes are desired but, not required.
Location:
Remote Status:
Full time Physical Requirements:
Must be able to remain in a stationary position for long durations of time.
Also, must be able to continuously operate a computer and other office productivity machinery.
Travel Required:
No This job description is subject to change at any time.
We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.
.
Estimated Salary: $20 to $28 per hour based on qualifications.
Agile5 Technologies, Inc.
Fairmont, WV Fairmont, WV Full-time Full-time Estimated:
$35.
2K - $44.
6K a year Estimated:
$35.
2K - $44.
6K a year 1 day ago 1 day ago 1 day ago About Agile5:
Agile5 Technologies, Inc.
, is a Woman-Owned Small Business (WOSB) and Information Technology (IT) services firm that specializes in the design, development, testing, integration, and maintenance of enterprise software systems.
We believe our employees are the company's most valuable asset.
We are invested in seeing our employees grow in their careers, while maintaining a work/life balance.
We have a full-time need for a skilled, energetic, and driven Help Desk Level I Support Specialist.
Description:
The Help Desk Support Specialist will provide Level I functional help desk support for a Government program.
He or she will assist users in operating the functionality of multiple web-based systems as well as more in-depth troubleshooting of user problems or data issues.
Additionally, he or she will collaborate with the System Administrators, Engineers, and SW Developers to identify systemic issues and required fixes.
The successful candidate will also assist in the development of helpdesk processes and procedures as well as generating statistical Helpdesk activity reports.
Help Desk Support Specialist Job Duties:
Collaborate with multiple Level I, II, and III help desk support specialists/engineers to coordinate resolution of issues Use help desk tools such as Salesforce, Jira, and Confluence to document all interaction to include resolution/disposition of help desk tickets Provide functional area subject matter expertise to end users on the use of systems Document and submit trouble tickets and recommend change requests for recurring issues Coordinate changes with engineering and development support teams and document using the approved change request process Document reported and identified defects, conduct triage analysis on each documented issue/defect, and enter the analysis into Government-provided ticketing system Assist with the establishment and support of Helpdesk processes and procedures, to include writing Standard Operating Procedures and building knowledge based articles.
Perform other duties as assigned Security Clearance Requirements:
None required upon applying, but must be willing to undergo background check to obtain a Public Trust security clearance.
Must be a U.
S.
citizen.
Desired Skills /
Qualifications:
2 years of Helpdesk experience in a cross-functional team environment.
Excellent verbal and written communication skills; experience with Government IT systems, Jira, and Confluence preferred; Ability to perform initial analysis of issues reported to the Helpdesk to assist in resolution and/or escalation to appropriate functional area.
Must be able to operate within a high paced work environment.
Familiarity with Agile processes are desired but, not required.
Location:
Remote Status:
Full time Physical Requirements:
Must be able to remain in a stationary position for long durations of time.
Also, must be able to continuously operate a computer and other office productivity machinery.
Travel Required:
No This job description is subject to change at any time.
We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.
.
Estimated Salary: $20 to $28 per hour based on qualifications.
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